5512 Operations Manager - Tapi Carpet & Floors Ltd

We have an exciting opportunity for an Operations Manager to join Tapi Smart Flooring Solutions, our fast-growing B2B team! Behind every happy B2B partner is a smooth-running operation – quotes turned around quickly, orders fitted on time and any issues sorted fast. As our volumes grow, we need a hands-on leader to own day-to-day delivery and build the processes that will help us scale.

If you're a natural organiser who loves leading a team, fixing bottlenecks and hitting SLAs, look no further and apply today!


Your Responsibilities:

* Own day-to-day B2B operations, from quote to order to fitting to aftercare.

* Lead, coach and develop our Sales Support team to deliver outstanding service every day.

* Take clear ownership of quotes, orders, customer queries and escalations, with consistent SLAs and processes across the team.

* Manage workflows and prioritisation so every partner gets a fast, reliable response.

* Work closely with stores, fitting teams, Finance and Supply Chain to make sure orders are delivered on time and right first time.

* Spot bottlenecks and cut out manual or duplicated work, building a scalable operating model for our growth plans.

* Partner with the Key Account Manager to keep our key accounts delighted and our SLAs on track.

* Help shape and embed our systems and CRM so the team has the tools it needs.

* Report on on-time order fulfilment, quote and order turnaround, customer query resolution and partner SLA achievement.

* Comply with all Health, Safety and Security requirements set out by Tapi.

* Always look for ways to continuously improve for customers, colleagues and the wider Tapi business.



The Big Package:

* Colleague discount

* Salary sacrifice pension

* Perks platform (cheap cinema tickets, cashback and discounts on well-known brands)

* Employee Assistance Programme

* A day off for your birthday

* Cycle to work scheme

* Enhanced family leave

* Life Assurance



About You!


* You've got solid experience managing operations or customer service in a B2B, contracting, property services or multi-site retail environment.

* You're a people leader who motivates your team, sets clear expectations and leads by example.

* You live and breathe KPIs and SLAs – and you love nothing more than seeing them go green!

* You're a process improver who can spot what's slowing things down and fix it.

* You're calm under pressure and brilliant at juggling competing priorities without losing sight of the customer.

* You're a great communicator who builds strong relationships with stores, fitters and head office teams alike.

* You're Tech Savvy and know how to use systems to your advantage – and if you don't, you find out!

* You'll be a brand ambassador and ooze the Tapi difference.

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