We are looking for a self-motivated, driven and adaptable individual who enjoys a challenge to work alongside our energetic team in Nuneaton. The role requires a CAN-DO attitude, an ability to learn from any losses and celebrate every win. We are a fast-paced business with plenty of opportunities for growth so if this sounds like you, we'd love to hear from you!
JOB PURPOSE
The Business Support Manager will lead the newly established Central Business Support Function within GRS Trading. This function is designed to improve the efficiency, consistency, and scalability of sales support services by centralising administrative processes, and enhancing collaboration across front-office and back-office teams.
The role is responsible for managing a regionally aligned team of Business Support Coordinators, ensuring high-quality service delivery to internal stakeholders while supporting the broader goals of commercial growth and digital transformation. The Business Support Manager will also act as a key representative for their function in cross-business change and transformation initiatives, working with colleagues across the organisation, including Executives, Managing Directors, customers, and supply chain partners.
This is a pivotal role that underpins our strategy to drive performance across both aggregate and waste sales, improve data quality, and unlock capacity within the sales teams by enabling them to focus on value-adding commercial activity.
MAIN DUTIES AND RESPONSIBILITIES
This is an important role within GRS, with primary responsibility to:
Leadership and Team Management
* Build, lead and develop a centralised business support team.
* Define and monitor SLAs, KPIs and workload balance.
* Act as point of escalation and quality assurance for all support activity.
Operational Delivery Oversight
* Oversee delivery of quoting, cost book and other business support.
* Monitor service performance, resolving blockers and promoting consistency.
* Manage and oversee cost book administration in NetSuite, ensuring accuracy, governance, and visibility of pricing information.
* Work closely with Sales, Transport, and Shared Services to align processes.
* Work with Suppliers to resolve price queries.
* Ensure the Business Support team identifies and manages areas of risk, data completeness and required compliance documentation is collated and retained.
Continuous Improvement and Change Leadership
* Promote a culture of standardisation, training and feedback.
* Lead root cause analysis and process improvement initiatives.
* Represent the Business Support function in change and transformation programmes across the GRS Group.
* Implement best practice use of tools (e.g. NetSuite, SharePoint, PowerBI, and all other digital tools adopted by Business Support and Trading).
* Own the production and update of the Haulier Pack, Supplier Onboarding processes and any other related information within the Group Management System for the Trading team.
Stakeholder Engagement and Communication
* Liaise regularly with internal stakeholders such as Sales Managers, General Managers, Shared Services, and Finance.
* Work proactively with Sales Managers and General Managers to hit profitability targets.
* Confidently interact with external stakeholders such as customers and supply chain partners to resolve issues and proactively deliver service improvements.
* Report on key trends, risks and performance improvement opportunities.
* Champion alignment between front-office and back-office teams.
Please note: The nature of this role will require regular visits to Trading offices within the UK.
KNOWLEDGE, TRAINING, QUALIFICATIONS AND EXPERIENCE REQUIRED TO DO THE JOB
KNOWLEDGE AND SKILLS
* Deep understanding of sales operations and back-office support processes.
* Experience using or managing teams working in ERP systems (e.g. NetSuite).
* Proficiency in business systems, reporting, and workflow management.
* Knowledge of construction materials or logistics industry (preferred).
* Comfortable interacting with customers, suppliers, and third-party logistics partners as needed.
* Strong people management and coaching capabilities.
* Ability to analyse and improve processes, with a continuous improvement mindset.
* Excellent verbal and written communication skills, with confidence engaging colleagues at all levels and external stakeholders such as customers and suppliers.
QUALIFICATIONS / EXPERIENCE
* Degree-level education or equivalent experience.
* Relevant operational, business, or leadership qualifications or equivalent experience.
* Experience with NetSuite or similar enterprise software is advantageous.
* Proven track record of leading operational or sales support teams.
* Experience in centralisation or transformation projects, including working in a matrix or cross-functional teams.
* Leading and developing centralised or shared service teams.
* Working in or supporting sales or operational delivery environments.
* Managing performance against SLAs and KPIs in a fast-paced environment.
PERSONAL ATTRIBUTES REQUIRED
* Highly organised with a continuous improvement mindset.
* Confident communicator who builds strong cross-functional relationships across internal teams, executives, and external stakeholders.
* Remains calm under pressure, constructively resolves conflicts, challenges confidently, and encourages accountability.
* Resilient, proactive and focused on enabling team and business success.
* Commercially aware and results focused.
* Resilient, adaptable and open to feedback.
* Collaborative and inclusive team leader.
BENEFITS
* 23 Days holiday + Bank Holidays.
* Death In Service Benefit.
* Bonus Scheme.
* Access to GP Line for you and your household.
* Employee Assistance Programme access with support provided for Financial, Legal and Health & Wellbeing.