Operations Manager - Client Operations

Operations Manager – Client Operations
Location: Ashford, Middlesex, UK
Employment Type: Full-Time, Permanent
Salary: Competitive + Benefits
Reporting to: Head of Client Operations

A leading logistics and supply chain specialist is seeking a dynamic Operations Manager to join its Client Operations team based in Ashford, Middlesex. This is a key leadership position focused on enhancing service delivery, customer satisfaction, and operational efficiency across a high-value client portfolio.

Overview of the Role:

The Operations Manager acts as the primary liaison between the business and its client, responsible for managing operational performance, developing customer relationships, and identifying growth opportunities. This individual will oversee a team of operations coordinators and collaborate closely with warehouse and technical departments to ensure contractual commitments and service standards are consistently met.

The ideal candidate will be commercially astute, customer-centric, and possess strong leadership and problem-solving skills.

Key Responsibilities:

• Serve as the main daily operational and commercial point of contact for the client.
• Ensure service excellence and contractual compliance while driving profitability.
• Manage and develop a team of operations coordinators to deliver high-level customer service.
• Oversee planning, reporting, stock accuracy, and issue resolution in collaboration with internal departments.
• Lead performance improvement initiatives using operational metrics and KPI tracking.
• Coordinate and participate in client reviews, audits, and performance evaluations.
• Work closely with senior leadership to drive strategic improvements and commercial growth.
• Represent the business in cross-functional meetings, both internally and with clients, occasionally requiring travel within the UK and overseas.

Team Management & Development:

• Conduct regular staff performance reviews and implement development plans.
• Lead recruitment, onboarding, and induction processes for new team members.
• Ensure adequate team coverage and maintain high service standards.
• Oversee training, compliance, and adherence to internal processes and quality expectations.

Skills and Experience Required:

• Minimum of 5 years’ experience in customer service or operations management.
• Proven leadership skills with the ability to manage, motivate, and develop teams.
• Strong communication and stakeholder engagement capabilities.
• Solid commercial understanding and experience managing contractual relationships.
• Exceptional organisational skills and attention to detail.
• High proficiency in MS Office, particularly Excel and PowerPoint.
• Confident in leading meetings, presenting reports, and managing client expectations.
• Full clean driver’s license required.

Benefits:

• 28 days annual leave (including Bank Holidays)
• Company pension scheme
• Dental care (after qualifying period)
• Employee Assistance Programme
• Free on-site parking
• Complimentary tea and coffee

Interested applicants with a background in logistics, customer service leadership, or operations management are encouraged to apply. This is an excellent opportunity to join a growing organisation where your skills and leadership will make a measurable impact.