Job Description

:

Branch Operations Manager

Reports to:

Head of Operations

Location:

Unit 3 Vector 31 Network Centre, Waleswood Way, Sheffield S26 5NU

Salary: 30,000 - 34,000 plus bonus and benefits

Role Overview

The Branch Operations Manager handles managing the branch team and overseeing a network of self-employed fitters aligned with the branch location. This role is critical in ensuring

operational excellence, customer satisfaction, and effective collaboration with key

stakeholders, including sales estimators, fitters, branch managers, and central

function teams.

The Branch Operations Manager will also support the transition to a centralised booking system,

driving efficiencies, maintaining compliance, and delivering exceptional customer

service.

Key Responsibilities

Operational Management

Oversee all branch operations, ensuring efficiency and alignment with company

goals.

Work with the Head of Operations and Branch Managers to implement

improvements to the booking system.

Provide fitter availability, skill sets, and schedules to the central team for effective

workforce planning.

Ensure compliance with all regulations, including GDPR, health and safety, and

quality control standards.

Conduct vehicle inspections to ensure vehicles are roadworthy, clean, and meet health and safety requirements.

Daily Activities Overview

Taking part in incoming / outgoing phone calls

Aiding the warehouse / stock team with any stock issues, and maintaining good

communication with suppliers Key person communication with the floor laying teams

Supporting the sales team and delivering the commitments we have made to

customers.

Effective problem-solving skills, with efficiency and speed as priority.

Supporting the business and customers with account issues.

People Management

Manage the branch team, including performance management, training, and

development.

Oversee the recruitment of fitters with the necessary skill sets to meet demand

(e.g., carpet, vinyl, laminate).

Provide ongoing support and guidance to fitters, conducting spot checks and

customer follow-ups to ensure high-quality service.

Manage scheduling teams local to the branch, ensuring they meet targets and

support diary capacity for bookings.

3. Customer Experience:

Ensure a seamless customer journey from initial contact to post-sale service.

Follow up with customers to assess satisfaction levels and resolve any issues

promptly.

Collaborate with sales estimators to book fittings during customer visits,

particularly for premium (gold) sales.

Maintain or exceed agreed NPS results (eg. Trustpilot, Google Reviews) or above

through initiative-taking customer engagement and service excellence.

Cross Functional Collaboration

Consult with the centralised credit control team to address payment declines and

ensure timely resolutions.

Work with self employed fitter and self employed sale representatives and their leadership teams to ensure excellent customer service.

Support central teams in workforce planning by providing correct fitter profiles

and availability.

Coordinate stock management and supply chain issues with relevant stakeholders.

Compliance and Quality Control

Conduct quality checks on completed jobs to ensure standards are met.

Train branch staff on compliance best practices, including customer verification

and GDPR protocols.

Reporting and Targets

Monitor and report on branch performance, including declines targets, diary

capacity, and customer satisfaction metrics.

Support the implementation of new software systems to improve operational

efficiency and reduce manual workarounds.

Key Deliverables

Recruitment and retention of skilled fitters to meet branch demands.

Consistent delivery of high-quality customer service, ensuring positive reviews

and NPS targets.

Effective collaboration with central teams to enhance operational efficiency.

Achievement of branch performance targets, including fitting diary capacity and

payment collections.

Person Specification

Leadership: Proven ability to manage and motivate teams, driving performance

and development.

Planning and Time Management: Exceptional organisational skills to manage

multiple tasks and priorities effectively.

Collaboration: Strong people skills to work effectively with internal and external

stakeholders.

Communication: Excellent verbal and written communication skills, with the

ability to engage customers, teams, and senior management.

Problem-Solving: Initiative-taking approach to identifying and resolving

operational challenges.

Customer Focus: Commitment to delivering an outstanding customer

experience.

Qualifications and Experience:

Previous experience in branch management or a similar operational leadership role.

Experience in the flooring, retail, or home improvement industry is advantageous.

Knowledge of CRM systems and workforce planning tools is desirable.

Strong understanding of compliance, health and safety, and quality control standards.

Excellent IT and systems skills and experience

Demonstrable experience in a fast paced operation.

Job Type: Full-time

Pay: 30,000.00-34,000.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Employee discount Free parking On-site parking
Application question(s):

How long would is your commute to our Sheffield office?
Experience:

Operations management: 2 years (required)
Work Location: In person