Operations Manager (B2B)

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

Please note: Tapi will never ask candidates to provide personal documents or sensitive personal information by phone or email during the recruitment process. If you receive a request of this nature and are unsure whether it is genuine, please contact us directly.

Operations Manager (Business to Business - B2B)

Location: Orpington / Hybrid

We have an exciting opportunity for an Operations Manager to join Tapi Smart Flooring Solutions, our fast-growing B2B team! Behind every happy B2B partner is a smooth-running operation – quotes turned around quickly, orders fitted on time and any issues sorted fast. As our volumes grow, we need a hands-on leader to own day-to-day delivery and build the processes that will help us scale.

If you're a natural organiser who loves leading a team, fixing bottlenecks and hitting SLAs, look no further

Your 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.

The Big Package

• Colleague discount
• Salary sacrifice pension
• Perks platform (cheap cinema tickets, cashback and discounts on well-known brands)
• Employee Assistance Programme
• A day off for your birthday
• Cycle to work scheme
• Enhanced family leave
• Life Assurance

About You!

• You've got solid experience managing operations or customer service in a B2B, contracting, property services or multi-site retail environment.
• You're a people leader who motivates your team, sets clear expectations and leads by example.
• You live and breathe KPIs and SLAs – and you love nothing more than 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.
• You're Tech Savvy and know how to use systems to your advantage – and if you don't, you find out!
• You'll be a brand ambassador and ooze the Tapi difference.

Get to Know us!

Hello, we're Tapi and we're slightly obsessed with floors! We're a flooring retailer with a difference, here to blow a breath of fresh air into carpet and flooring shopping – and we'd love for you to join the revolution.

Our story started in 2015, when a handful of flooring specialists decided to do things differently. Our mission was simple: make buying flooring reassuringly simple for our customers – and show that it could be fun! Since then we've grown to 253 stores, with a fleet of home consultants on the road nationwide. We're the largest flooring retailer in Britain and our customers rate us 'Excellent' on Trustpilot!

Tapi Smart Flooring Solutions is where we take everything we've learned in homes and bring it to our business partners. Using our national store network and fitting capability, we supply and fit flooring for social housing providers, housebuilders, build-to-rent operators and insurers – and we're growing fast.

So, what's the secret to our success? Our people. Even though there are around 1,500 of us, we're still a company with family values at heart. Wherever you're based – at the office, in a store or on the road – we all work together as one team. It's a happy place to work, and when you love what you do, customers see that too.

Tapi Carpets & Floors is an Equal Opportunities Employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organisation and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications.

INDHP