Head of Operations

A customer-led Head of Operations role with end-to-end accountability across Customer Service, Supply Chain, Logistics and Production.

247 Home Furnishings Limited in an online retailer of blinds, curtains and shutters. Our head office is based in Huddersfield, West Yorkshire. We have grown quickly over the past 2 years which has highlighted areas across our operation which need much more robust controls and day-to-day ownership.

The Head of Operations will lead and oversee all operational functions, ensuring the seamless integration of in-house production, external supply chain management, and customer service operations. This person will be essential to the facilitation and implementation of the Company’s growth & commercial objectives and will have a proactive approach to achieving KPIs while balancing cost efficiency, customer satisfaction, and compliance with health and safety regulations.

We are looking for a candidate who can act decisively, get the buy in of their colleagues, provide challenge and support for their team and help lead us to operational excellence, with the customer at the centre of everything we do.

The role is responsible for the leadership and performance of the company’s core operational functions, including Customer Service, Production, Logistics and Supply Chain. The position exists to ensure these functions operate as a single, joined-up operation, delivering a high-quality customer experience while maintaining efficiency, control and scalability. Success will be measured by customer outcomes and end-to-end operational performance.

• Own customer experience outcomes, including contact rates, resolution times, complaint volumes and Trustpilot performance.
• Ensure accountability and delivery of KPIs across Production, Customer Service, and Supply Chain operations.
• Drive continuous improvement initiatives to enhance operational efficiency and service quality.
• Support in the implementation of new products across each operational department.
• Lead a culture of safety, ensuring site-wide compliance with health and safety legislation and immediate remediation of any breaches.
• Develop stock management controls ensuring optimum levels of stock in production, on the water and in domestic storage.
• Strategic Vision:Develop and communicate a clear operational strategy aligned with the company’s growth objectives. Translate this vision into actionable plans for all teams.
• Customer-Centric Leadership
  :
  Ensure Customer Service is treated as a core operational function, not a downstream consequence of production or logistics decisions. Actively balance cost, capacity and service outcomes to protect the customer experience.
• Team Development:Foster a high-performing culture by recruiting, mentoring, and developing staff. Identify talent and provide training to support professional growth and succession planning.
• Collaboration:Act as a bridge between departments (Production, Supply Chain, Customer Service), ensuring alignment and cohesive efforts towards shared goals.
• Performance Management:Set clear expectations, monitor progress, and conduct regular performance reviews. Recognise and reward achievements while addressing underperformance constructively.
• Change Leadership:Champion and manage change initiatives to optimise processes, adopt new technologies, and enhance service delivery.
• Decision-Making:Use data and insights to make informed, decisive actions that support operational efficiency and customer satisfaction.
• Crisis Management:Take immediate and effective action in response to operational challenges or emergencies, maintaining transparency with stakeholders.
• Communication:Maintain open and effective communication with teams, ensuring clarity in directives, feedback, and company goals.

• Managing couriers to ensure acceptable levels of incidents and service levels, holding them to account and working to reduce the overall impact to the business.
• Holding direct accountability for the performance and effectiveness of Customer Service, Supply Chain, Production & Supply Chain functions to eliminate avoidable customer contact by addressing operational issues upstream.
• Identifying and investigating the root causes of trending issues and proposing remedial action to eliminate the risk of future occurrences and prevent negative experience for our customers.
• Forecasting and planning of the Customer Service, Production, Warehousing and Fulfilment work forces to ensure given SLAs are complied with.
• Maintaining compliance of various BS:
  
  EN child safety regulations across both our own production output and third-party drop shipped products.
• Developing existing and creating new Standard Operating Procedures and Safe Working Practices to ensure safe and consistent work across the business.
• Taking overall operational accountability for the health and safety of all colleagues and visitors and instilling a culture of discipline and adherence.
• Contributing to weekly Senior…