Operations Manager in Welwyn Garden City

Job Description

Job Type: Full-time, Permanent

The Role

We are recruiting an experienced Operations Manager to join an established window company based in Welwyn Garden City.

Working closely alongside the Operations Director, you will take responsibility for coordinating the operational journey of customer orders, ensuring everything runs smoothly from the initial survey and order validation through to installation, payment, guarantees and final customer feedback.

This is a varied, hands-on position within a smaller business where departments work closely together. You will manage a team of approximately five office-based staff, while also coordinating fitting teams, service engineers, suppliers and customers.

The company is actively embracing new technology, improved systems and more efficient ways of working, so they are looking for someone who will contribute ideas, challenge inefficient processes and support a culture of continuous improvement.

Key Responsibilities

• Work alongside the Operations Director to coordinate the complete order and installation process.
• Organise and process surveyors' paperwork, ensuring information is complete and accurate before orders progress.
• Validate customer orders and check that all necessary information has been received.
• Prepare and send orders to relevant suppliers accurately and within required timescales.
• Liaise with suppliers regarding orders, deliveries, amendments and any issues that arise.
• Maintain regular communication with customers throughout the order and installation process.
• Plan and organise fitting teams, ensuring installations are scheduled efficiently.
• Coordinate the workload of service engineers and ensure outstanding service work is completed promptly.
• Manage approximately five office-based employees, providing direction, support and oversight of daily workloads.
• Work closely with fitters, surveyors, service engineers and other members of the wider team.
• Oversee customer payments, including deposits, stage payments and final balances.
• Ensure outstanding payments are followed up appropriately and accurately recorded.
• Coordinate the issuing of customer guarantees following completion of work.
• Oversee the completion and handover process to ensure customers receive the required documentation.
• Help ensure customers receive a consistently high standard of service from order through to completion.
• Oversee the collection of customer feedback and support the business in achieving 5-star customer reviews.
• Resolve operational and customer issues quickly and professionally.
• Identify delays, bottlenecks or weaknesses within the order-to-installation process and implement practical solutions.
• Support the introduction of new technology, systems and processes designed to improve efficiency.
• Continuously review working practices and identify opportunities to make the operation more streamlined and effective.
• Work collaboratively across the business, recognising that this is a smaller company where everyone works together to achieve the best result.
• The Successful Candidate

The successful candidate will be an organised and commercially aware Operations Manager who is comfortable managing multiple moving parts simultaneously. You will need to be equally confident dealing with customers, suppliers, office staff and installation teams.

Experience within the window, door, glazing, fenestration, home improvement or a similar installation-led business would be particularly advantageous, as would experience managing customer orders from initial paperwork through to installation and completion.

You should have strong people-management skills, excellent attention to detail and the ability to prioritise effectively in a busy environment. The company is particularly interested in someone who doesn't simply maintain existing processes but actively looks for better, faster and more efficient ways of working.