Ooperations Manager in Bilston

The Operations Manager will be responsible for leading the day-to-day operational delivery of Cooper Mobile Services (an HGV and RCV repair and maintenance business) and its sister company, CMS Hire (a refuse collection vehicle hire business operating a fleet of approximately 70 vehicles).

Working closely with the Managing Director, Sales Director and Workshop Managers, the Operations Manager will ensure all work is planned, resourced and delivered safely, efficiently and to the highest standards.

They will take ownership of operational performance, ensuring the business consistently delivers against customer expectations, service level agreements (SLAs), profitability targets and company objectives.

This is a hands-on leadership role requiring a confident and decisive individual who can motivate teams, support managers, and hold people accountable for their performance.

The successful candidate will be comfortable making difficult decisions, addressing underperformance, challenging poor behaviours professionally and fairly, and ensuring that high standards are maintained across the business.

The Operations Manager will play a key role in driving continuous improvement, developing managers and teams, improving operational efficiency and helping the business continue its growth.

• Provide strong leadership, direction and accountability to Workshop Managers and operational teams.
• Ensure all work is completed safely, efficiently, on time and to the required company and customer standards.
• Work closely with Workshop Managers to plan and schedule workloads, ensuring resources are utilised effectively whilst meeting customer requirements and overall business objectives.
• Hold regular operational meetings and one-to-one reviews with Workshop Managers to monitor workload, productivity, performance and operational priorities.
• Ensure managers effectively supervise their teams, maintaining high standards of productivity, attendance, behaviour and workmanship.
• Take ownership of performance management by setting clear expectations, providing coaching and support, recognising good performance and addressing underperformance promptly and professionally.
• Lead difficult conversations where necessary regarding performance, conduct or operational issues, ensuring company procedures are followed consistently and fairly.
• Support the recruitment, development and retention of employees, including apprentices and junior members of staff through coaching, mentoring and training initiatives.
• Promote a positive, accountable and safety-focused culture throughout the business.
• Ensure full compliance with all Health & Safety, environmental legislation and company policies, promoting safe working practices at all times.
• Manage operational resources including labour, workshop capacity, vehicles, tools and equipment to maximise efficiency and minimise downtime.
• Monitor operational costs, ensuring expenditure remains within agreed budgets whilst identifying opportunities to improve efficiency and profitability.
• Monitor and report on key operational KPIs including workshop efficiency, utilisation, productivity, SLA performance, quality standards and operational margins.
• Identify operational risks and implement corrective actions to minimise disruption to customers and the business.
• Drive continuous improvement initiatives, reviewing processes and implementing changes that improve service delivery and business performance.
• Work collaboratively with the Managing Director and Sales Director to ensure operational delivery supports sales commitments, customer satisfaction and strategic business growth.
• Produce regular operational reports and recommendations for the senior leadership team.

Skills & Experience

• Proven experience in an Operations Manager or senior leadership role within the commercial vehicle, automotive, engineering or workshop environment.
• Strong leadership and people management skills with experience managing managers and operational teams.
• Confident managing difficult conversations, addressing underperformance and holding individuals accountable in a fair, professional and consistent manner.
• Excellent communication and interpersonal skills with the ability to build credibility and influence at all levels of the business.
• Strong organisational and planning skills with the ability to balance multiple priorities in a fast-paced operational environment.
• Experience in resource planning, capacity management and operational scheduling.
• Commercial awareness with a good understanding of budgets, operational costs, profitability and efficiency.
• Experience monitoring and improving operational KPIs and business performance.
• Sound knowledge of Health & Safety legislation and safe working practices.
• Strong problem-solving and decision-making skills with the confidence to make timely decisions under pressure.
• Proactive, resilient and results-driven, with a commitment to continuous improvement.
• Competent IT skills including Microsoft Office and operational management systems.
• Experience within the HGV, RCV or commercial vehicle repair and maintenance sector.
• Experience managing mobile engineering or multi-site workshop operations.
• IOSH or NEBOSH Health & Safety qualification.
• CPC or other relevant operational management qualifications.

What We're Looking For

We're looking for a strong operational leader who leads by example, earns the respect of their teams and isn't afraid to challenge poor performance when required.

The successful candidate will be approachable, fair and consistent, while maintaining high expectations of managers and employees alike.

They will be someone who naturally builds accountability, drives operational excellence and creates a culture where people understand what is expected of them and take pride in delivering exceptional service.

This is an excellent opportunity for an experienced Operations Manager who wants to make a genuine impact within a growing business, helping shape its future while developing people and improving operational performance.

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