Operations Manager

As our new Operations Manager, you'll play a key role in leading our Luton Branch and supporting the Regional Manager across the wider territory. You'll lead and develop a team, oversee service fulfilment, optimise fleet and people resources, and ensure our customers receive the right goods at the right time.

Working closely with Sales, Customer Service, Supply Chain and other stakeholders, you'll build strong relationships, drive profitable sales and maintain high standards of delivery service.

If you're an experienced people leader who is passionate about operational excellence, customer service and developing high-performing teams, we'd love to hear from you.

• Lead, recruit, onboard, develop and motivate the Luton Branch team, creating a positive working environment where colleagues are supported to achieve business goals.
• Take ownership of the Luton Branch operation, ensuring effective resourcing, communication, stock management, trade counter and collection-point activity, and compliance with company procedures.
• Oversee delivery operations, branch fleet deployment and Maxoptra optimisation to achieve efficient service fulfilment, secure proof of delivery and strong OTIF performance.
• Own issues affecting service fulfilment, working with Customer Service, Customer Advocates, Sales and other stakeholders to identify solutions, resolve customer queries and deliver continuous improvement.
• Manage branch costs, productivity and quality of service, reducing unnecessary costs and maximising the use of the branch fleet to support profitable sales growth.
• Ensure Health & Safety standards, risk controls and compliance requirements are met, while supporting the Regional Manager with wider branch, territory and vending proposition objectives when required.

• Proven experience in a Team Leader or people leadership role, with the ability to recruit, coach, motivate and develop a team.
• Demonstrable experience managing a warehouse or branch environment, ideally with knowledge of industrial supplies or a technical background.
• Experience with in an internal or external sales, customer service or operational environment, with a strong focus on customer satisfaction and service delivery.
• Strong organisational, analytical and problem-solving skills, with the ability to manage resources, understand customer insight and make effective operational decisions.
• Excellent communication and interpersonal skills, with the confidence to build effective relationships across Sales, Customer Service, Supply Chain, Logistics, customers and the wider branch network.
• Good IT skills, including MS Office, with a full UK driving licence; a forklift licence would be desirable.

• A competitive salary alongside a benefits package that recognises your contribution and success.
• Enhanced employer pension contribution.
• 20 days annual leave entitlement plus Bank Holidays. We also offer the opportunity to purchase additional annual leave should you need a little extra time.
• Enhanced Maternity & Paternity pay to support you and your family during life's important moments.
• A company-funded Healthcare Cash Plan and Employee Assistance Programme (EAP), providing access to everyday healthcare benefits and confidential support whenever you need it.
• Additional benefits including Cycle to Work, Company Sick Pay, employee discounts and discounted Cromwell products.

No matter where you are in your career – or where you want to be – we're here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we're all individuals with unique backgrounds and personalities, but we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.

Cromwell has been established for over 50 years and is one of the UK's leading suppliers of industrial tools, maintenance, repair and operational products. We provide our customers with an unrivalled range of products and technical expertise, helping businesses across a wide range of industries operate safely, efficiently and effectively.

Our aim is to create an environment that is welcoming to all people and ensures we treat each other and our customers with respect. We value different perspectives, encourage innovation and create a workplace where everyone feels able to contribute, develop and succeed.