Hybrid B2B Operations Manager – SLA Focus & Scale

Tapi Carpets & Floors; Orpington; Hybride; GBP 40 000 - 55 000; Plein temps

Avantages offerts par ce poste

Colleague discount

Salary sacrifice pension

Perks platform (cinema tickets, etc){

Employee Assistance Programme

A day off for your birthday

Cycle to work scheme

Enhanced family leave

Life Assurance

Résumé du poste

Tapi Carpets & Floors is hiring an Operations Manager to lead our B2B operations in a hybrid role based in Orpington. You will own day-to-day delivery from quote to order to fitting and aftercare, ensuring smooth workflows and fast response times for our partners.

You will coach the Sales Support team, drive KPIs and SLAs, and partner with Stores, Finance and Supply Chain to deliver on-time orders right first time. You’ll shape systems and CRM to empower the team.

Qualifications

• Experience leading operations or customer service in a B2B, multi-site environment.
• Ability to manage KPIs and SLAs and drive improvements.

Responsabilités

• 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.

Connaissances

People leadership

KPIs & SLAs

Process improvement

Systems & tooling

Communication

Outils

CRM

Description du poste

Tapi Carpets & Floors is hiring an Operations Manager to lead our B2B operations in a hybrid role based in Orpington. You will own day-to-day delivery from quote to order to fitting and aftercare, ensuring smooth workflows and fast response times for our partners.

You will coach the Sales Support team, drive KPIs and SLAs, and partner with Stores, Finance and Supply Chain to deliver on-time orders right first time. You’ll shape systems and CRM to empower the team.