Operations /Logistics and Customer Service Manager

 Operations & Customer Services Manager £40000-£50000 neg + Annual Bonus / benefits

NW10 (NW London) Healthcare products. 

Office Based Monday to Friday,. 

Overview

We are looking for a dynamic and detail-driven individual to lead our operational and customer services team, ensuring an exceptional end-to-end customer experience. This is a hands-on role for a creative problem solver who thrives on improving systems, processes, and service delivery. 

Operations & Logistics

• Lead and manage core operational areas: order pipeline, stock, warehouse operations, dispatch and logistics.


• Improve and maintain systems and processes to optimise workflow and efficiency.


• Use data and reporting tools to monitor KPIs, spot inefficiencies, and implement improvements.


• Support the Warehouse Manager to prioritise resources to meet order demand and delivery timelines.


• Oversee procurement to minimise back-order delays.


• Manage freight partners 

Customer Services

• Oversee the Customer Services team to deliver outstanding support and aftersales care.


• Ensure queries, complaints, and order issues are resolved quickly and professionally.


• Track customer satisfaction metrics and work cross-functionally to resolve service-impacting issues. 

Team Leadership & Collaboration

• Direct and support customer-facing staff to deliver seamless service and fulfilment.


• Develop the team’s skills and motivation through mentoring and coaching.


• Maintain productive relationships with suppliers and vendors.


• Collaborate with Sales and Marketing to support growth, margin, and service goals. 

Compliance & Continuous Improvement

• Ensure legal and policy compliance across stock control, H&S, and customer data handling.


• Stay informed on best practices in logistics, customer service, and tech integration.

What We’re Looking For

• Experience in a high-volume operations and customer services environment.


• Proven ability to solve problems creatively and lead cross-functional teams.


• Highly methodical and analytical, with strong attention to detail.


• Technically confident – proficient with operational platforms (e.g., ERP, CRP and Excel).


• Able to analyse data and translate insights into strategic action.


• Comfortable managing both internal teams and external relationships.


• Strong commercial awareness, budget control, and process mindset.

Nice to Haves’ (not essential)

• Amazon and e-Bay experience


• Familiarity with database driven websites


• Ability to analyse data and draw insights to drive business decisions using MS applications (Excel) and CRM (NetSuite, Salesforce etc)

Working in a medium sized established company that is growing.