Operations Manager - South West

Laddaw Ltd; England; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Annual bonus up to 20%

Private medical

Employer pension contribution up to 10

Job summary

Belron UK Ltd, trading as Autoglass® and Laddaw®, seeks an Operations Manager to lead a geographically dispersed team supporting branches in Devon and Cornwall. The role focuses on delivering exceptional customer service, driving operational excellence, and promoting a zero-harm culture. Regular travel across sites and a 40-hour week are involved.

Salary £42k–£52k with annual bonus up to 20%, private medical, and pension contributions. Start Jan 2027.

Qualifications

• Significant experience in an operational management role (3+ years).
• Experience leading remote and field-based teams.
• Strong customer service and stakeholder management skills.
• Experience managing resources and capacity planning to achieve operational objectives.
• A proven track record of leading change and continuous improvement initiatives.
• Strong coaching and people development experience.
• A collaborative leadership style with a focus on engagement and performance.

Responsibilities

• Lead and develop a team of approximately 15-25 colleagues across customer centres and mobile operations.
• Deliver onboarding and induction experiences for new starters.
• Coach, inspire and develop individuals to achieve their full potential.
• Ensure effective succession planning and proactive recruitment activity to maintain optimum headcount.
• Create meaningful performance and development plans for all team members.
• Foster a diverse, equitable and inclusive culture where everyone feels valued and supported.
• Lead local capacity plans and proactively manage risks to ensure targets are met.
• Monitor and improve operational performance against key business objectives.
• Communicate goals, targets and priorities clearly to the team and stakeholders.
• Collaborate with stakeholders to identify opportunities for continuous improvement.
• Manage resources effectively to maximise productivity and efficiency.
• Champion outstanding customer service across the operation and drive improvements from feedback.
• Promote a safe and responsible culture with health, safety and compliance at the core.

Skills

Leadership

Team leadership

Coaching & development

Change management

Capacity planning

Customer service

Stakeholder management

Health & safety

Job description

Contract Type:

Regular

About Autoglass®andLaddaw®

We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.

Making a Difference Together.

As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.

–

Operations Manager

Location: Covering branches across Devon and Cornwall - with a requirement for regular travel across all sites

Contract Type: Full-time, Permanent

Salary: £42k - £52k Based on experience. Additional benefits: annual bonus up to 20% + private medical + employer pension contribution up to 10%.

Grade: E

Hours: 40- Monday – Friday

Start date: From Jan 2027

Required: Full UK Manual Driving Licence

At Autoglass®, our purpose is simple: making a memorable difference with care.

As an operations Manager, you’ll play a vital role in delivering exceptional customer service through the leadership of a team of skilled Technicians and support colleagues. You’ll inspire high performance, champion employee engagement, and ensure our technical expertise continues to set us apart.

This is an exciting opportunity to lead a geographically dispersed team, drive operational excellence, and create an environment where people can thrive, develop and achieve their full potential.

What You’ll Be Doing

Leading and Developing Your Team

You’ll create an outstanding experience for every colleague by focusing on wellbeing, performance and development. You’ll:

• Lead and support a team of approximately 15-25 colleagues across customer centres and mobile operations
• Deliver exceptional onboarding and induction experiences for new starters
• Coach, inspire and develop individuals to achieve their full potential
• Ensure effective succession planning and proactive recruitment activity to maintain optimum headcount
• Create meaningful performance and development plans for all team members
• Foster a diverse, equitable and inclusive culture where everyone feels valued and supported

Driving Operational Excellence

You’ll be responsible for ensuring your team consistently delivers high standards across all areas of the operation by:

• Leading the delivery of local capacity plans and proactively managing risks
• Monitoring and improving operational performance against key business objectives
• Communicating goals, targets and priorities clearly to ensure colleagues understand their contribution to wider business success
• Collaborating with key stakeholders to identify opportunities for continuous improvement
• Managing resources effectively to maximise productivity and efficiency

Delivering an Exceptional Customer Experience

Customer satisfaction is at the heart of everything we do. You’ll:

• Champion outstanding customer service across your operation
• Engage with customer feedback and drive improvements where required
• Ensure every customer receives a high‑quality service experience
• Promote our technical superiority and maintain industry-leading quality standards
• Drive performance to minimise warranty rates and maximise customer loyalty

Promoting a Safe and Responsible Culture

You’ll play a key role in creating and maintaining a zero‑harm culture by:

• Leading Health, Safety and Wellbeing initiatives across your region
• Ensuring full compliance with company policies, standards and procedures
• Supporting our responsible business commitments
• Maintaining audit readiness and operational standards at all times
• Taking accountability for process compliance, assets and cost control

About You

We’re looking for an experienced operational leader who can inspire teams, build strong relationships and deliver measurable results.

You’ll have:

• Significant experience in an operational management role (typically 3+ years)
• Experience leading remote and field‑based teams
• Strong customer service and stakeholder management skills
• Experience managing resources and capacity planning to achieve operational objectives
• A proven track record of leading change and continuous improvement initiatives
• Strong coaching and people development experience
• A collaborative leadership style with a focus on engagement and performance

You’ll be responsible for delivering performance across a range of key measures, including:

• Customer satisfaction (NPS)
• Employee engagement
• Absence and attrition
• Warranty performance
• Customer retention and rebook rates
• Operational productivity and utilisation
• Cost control, including overtime and stock loss
• Health & Safety performance and compliance
• Audit and site standards
• Performance reviews and development checkpoints

Key Relationships

You’ll work closely with a wide range of teams across the business, including:

• District Support Teams
• Distribution Centre Managers
• Technical Training & Support Teams
• Resource Optimisation Teams
• Customer Services and Customer Experience Teams
• Warranty & Rectification Teams
• People Support Functions
• Health & Safety, Facilities and Footprint Teams
• Concierge Teams and Team Managers

About Belron® UK

Belron® UK Ltd (trading as Autoglass® and Laddaw®) is part of the global Belron® Group — the world’s leading vehicle glass repair and replacement business. With a presence in over 30 countries and more than 30,000 employees, Belron® is united by a common purpose: making a memorable difference with real care

Why Join Autoglass®?

At Autoglass®, we’re committed to creating a workplace where everyone can succeed. You’ll have the opportunity to lead talented teams, drive meaningful change, and make a lasting impact on both our customers and colleagues.

About Belron® UK

Belron® UK Ltd (trading as Autoglass® and Laddaw®) is part of the global Belron® Group — the world’s leading vehicle glass repair and replacement business. With a presence in over 30 countries and more than 30,000 employees.

Ready to make a memorable difference with care? We’d love to hear from you.

–

Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at [e-mail].