Location: Mansfield (3 sites) with field-based travel as required
Hours: 08:00-17:00 - Monday to Friday
We are recruiting a Operations Manager on behalf of a well-established, family-owned business with over 40 years’ experience in the damage management and restoration sector.
Our client provides technical and operational support to major insurers, loss adjusters, and building surveyors, delivering restoration services across domestic and commercial properties affected by fire, smoke, and water damage.
This is an excellent opportunity for a proactive Management professional to play a key role in r overseeing large volumes of incoming and outgoing household contents, managing people, processes, compliance, and customer experience simultaneously.
This role requires a confident leader who can balance being supportive with maintaining clear authority, thrives under pressure, and is highly organised with strong attention to detail.
Purpose of the Role
The Operations Manager is responsible for managing and optimising the day-to-day operations of the Contents Teams, ensuring all business processes and procedures are efficient, compliant, and aligned with company objectives and the ISO 9001 Quality Management System.
This role plays a key part in driving excellence in service delivery, regulatory compliance, and operational efficiency. The successful candidate will lead strategic planning and project management initiatives to support the company’s growth and long-term sustainability, while ensuring consistently high standards in contents restoration, cleaning, customer service, and compliance across the division.
Key Responsibilities
* Lead and manage all contents operations, including planning, resourcing, and delivery of jobs.
* Oversee teams responsible for triage, cleaning, restoration, storage, and return of customer contents.
* Set clear priorities, manage high workloads, and ensure procedures and quality standards are met.
* Drive a culture of accountability, professionalism, and continuous improvement.
* Lead, develop, and support staff through training, mentoring, and performance management
Safety, Quality & Compliance (SHEQ / ISO 9001)
* Ensure compliance with health & safety legislation, company policies, and industry standards.
* Oversee risk assessments, audits, incident investigations, and corrective actions.
* Maintain and support the ISO 9001 Quality Management System.
* Report on non-conformances, risks, and corrective actions.
* Support sustainability, recycling, and waste-reduction initiatives.
Process, Systems & Financial Management
* Manage inventory tracking and documentation using internal systems (including Salesforce).
* Ensure accurate damage recording to prevent disputes and complaints.
* Identify and implement process improvements to increase efficiency and reduce costs.
* Control stock, consumables, and operational resources.
* Ensure jobs progress efficiently to invoicing and financial targets are met.
* Optimise workflows and manage internal and external storage capacity.
Claims & Customer Experience
* Work closely with Claims and Customer Service teams to deliver a seamless customer journey.
* Maintain accurate trackers for contents and storage.
* Lead complaint investigations and implement corrective actions.
* Champion customer satisfaction, recognising both sentimental and financial value of contents.
What We’re Looking For
Essential:
* Proven senior people management experience
* Strong customer service skills
* Ability to perform under pressure with high volumes of data
* Excellent organisational and analytical skills
* Confident using spreadsheets, trackers, and internal systems
* Willing to work both office-based and on-site, including hands-on support