Job Description

Overview

We are an award-winning food export and global online retail business, recognised for quality products and outstanding service. As part of our continued growth, we are seeking a highly organised, proactive, and detail orientated

Operations Manager

to take ownership of our day-to-day business functions, with a strong focus on

e-commerce operations and customer service leadership

.

This is a key leadership role within the company, responsible for ensuring operational efficiency, exceptional customer experience, and seamless coordination across logistics partners, suppliers, and internal teams. The ideal candidate will be a confident decision-maker, a natural team coordinator, and someone who leads with structure, accountability, and initiative.

Key Responsibilities

Lead and manage customer service operations across phone, email, live chat, and online sales platforms, ensuring prompt, professional, and high-quality support. Act as the primary liaison between internal teams and external partners including suppliers, couriers, freight agents, and service providers. Oversee daily business operations, delegate tasks effectively, and maintain accountability across workflows. Monitor and report on operational performance, order volumes, and customer feedback trends. Manage escalated customer complaints and ensure effective resolution, supporting retention and protecting company reputation. Coordinate stock requirements and communicate inventory needs across suppliers and internal teams. Maintain accurate e-commerce records, order processing workflows, and platform reporting. Ensure product listings, pricing, and order data are accurate across online systems. Support HR administration including payroll processing, onboarding, recruitment support, and staff record management. Assist with financial administration (invoicing, expenses, reconciliations, and operational tracking). Ensure compliance with export logistics documentation and internal administrative standards.

Skills & Experience

Proven experience in operations, office, retail, or e-commerce management (food export or logistics experience is advantageous). Strong leadership ability -- confident delegating tasks and managing team accountability. Excellent communication skills with strong customer-facing confidence. Advanced computer literacy including Microsoft 365 or Google Workspace and strong spreadsheet skills (Excel/Sheets). Problem-solving mindset with an ability to optimise workflows and improve systems. Commercial awareness and operational ownership mentality. Highly organised, detail-driven, and able to manage competing priorities independently.

What We Offer

A key leadership role within a respected, award-winning export business with direct impact on business performance and customer experience. The opportunity to refine and build operational systems in a fast-growing global e-commerce export company. Long-term career development potential as the business continues to scale. A supportive, collaborative, and professional team environment.

Salary: 30,000 - 35,000 per year, depending on experience

Employment Type: Full-time, salaried management position

This is a salaried leadership role requiring operational responsibility and flexibility to meet the daily needs of the business.

Office Hours: Monday to Friday 08:00 - 16:00

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension On-site parking
Ability to commute/relocate:

Epping CM16 6LJ: reliably commute or plan to relocate before starting work (required)
Licence/Certification:

Drivers License (required)
Work Location: In person