B2B Operations Leader - Scale & Deliver (Hybrid)

Tapi Carpets & Floors Limited; Orpington; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Colleague discount

Pension salary sacrifice

Perks platform

Employee Assistance Programme

Birthday off

Cycle to work

Enhanced family leave

Life Assurance

Job summary

Tapi Carpets & Floors is seeking an Operations Manager (B2B) in Orpington. You will own day-to-day B2B operations, lead the Sales Support team, and ensure fast, reliable order fulfilment with clear SLAs.

You’ll shape processes, collaborate with stores, finance and supply chain, and drive continuous improvement across the business. The role requires a hands-on leader who can fix bottlenecks, manage priorities calmly and communicate effectively with partners and head office teams.

Qualifications

• Solid experience managing operations or customer service in a B2B, contracting, property services or multi-site retail environment.
• People leader who motivates your team, sets clear expectations and leads by example.
• You live and breathe KPIs and SLAs – and you love 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.

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.

Skills

People leadership

KPIs & SLAs

Process improvement

Communication

Tech-savvy

Brand ambassador

Job description

Tapi Carpets & Floors is seeking an Operations Manager (B2B) in Orpington. You will own day-to-day B2B operations, lead the Sales Support team, and ensure fast, reliable order fulfilment with clear SLAs.

You’ll shape processes, collaborate with stores, finance and supply chain, and drive continuous improvement across the business. The role requires a hands-on leader who can fix bottlenecks, manage priorities calmly and communicate effectively with partners and head office teams.