Operations and Service Delivery Manager
Location: Croydon, CR2 6PL
Salary: £40,000 - £42,000 per annum + Car Allowance
Hours: 45 hours per week, Monday - Friday
Contract type: Permanent, Full time
Are you a hands-on leader with a passion for delivering exceptional customer service and operational excellence? We’re looking for a dynamic Operations & Service Delivery Manager to oversee and guide our high-performing team, ensuring seamless relocation services that leave clients impressed and satisfied. If you're ready to make an impact and drive business growth while fostering a positive, customer-first culture, we want to hear from you!
As Operations & Service Delivery Manager, you will play a key role in coordinating daily service operations, delivering on our commitment to quality and client satisfaction. Working alongside the Assistant Operations/Warehouse Manager, you’ll lead by example, ensuring efficiency, innovation, and performance excellence at every stage of the relocation process. Travel to customer sites is required to ensure successful on-site service delivery.
Key Responsibilities
Oversee daily operations to ensure top-tier customer experiences and satisfaction. Develop strategies to enhance service engagement and ensure operational efficiency
Lead, train, and support on-site colleagues, creating a culture of high performance, quality, and professionalism
Handle customer enquiries, complaints, and escalations, ensuring positive outcomes and fostering long-term client relationships
Analyse key performance indicators (KPIs), identify areas for improvement, and implement data-driven changes to optimise productivity and service quality
Work with senior management to ensure alignment with organisational goals and departmental objectives, driving business success and financial targets
Foster an environment that encourages continuous learning and personal development, empowering your team to reach their full potential
About You
Extensive experience in operations or service management with proven leadership skills
A strategic mindset with the ability to think critically, solve problems, and make data-driven decisions
A customer-first approach with exceptional interpersonal skills and a passion for team development
Excellent project management, organisational, and communication skills
Strong track record of improving operational efficiency, meeting performance targets, and driving customer satisfaction
Knowledge of industry regulations and compliance requirements, with experience in managing budgets and financial targets
A CPC license is desirable