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