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Location: Office-based, Stoke-on-Trent
Hours: Monday–Friday, 8:00am–4:30pm or 7:30am–4:00pm (30‑minute unpaid break)
Contract: Full-time, Permanent

About the Role

We are looking for an experienced and proactive Office Manager to oversee the daily running of our Customer Service and Order Processing departments. This role is ideal for someone who thrives in a fast-paced environment, enjoys improving processes, and is confident leading teams to deliver exceptional results.

You will play a key part in ensuring both departments operate efficiently, align with organisational goals, and continue to develop through strong leadership and data-driven decision making.

Key Responsibilities

* Lead Daily Operations: Oversee and support the Customer Service and Order Processing teams to ensure smooth, efficient, and effective day-to-day performance.

* Drive Process Improvements: Identify opportunities to enhance productivity, efficiency, and profitability across both functions.

* Enhance Support Services: Strengthen communication and coordination between departments, ensuring seamless workflow and service delivery.

* Data & Performance Analysis: Monitor KPIs, analyse operational data, and develop action plans to support continuous improvement.

* Cross-Department Collaboration: Work closely with sales and other internal teams to streamline processes and improve overall business operations.

* Reporting: Prepare clear, insightful reports for senior management on performance, trends, and improvement opportunities.

* Hands-On Support: Provide practical, day-to-day assistance to both departments when required.

* About You – Skills & Experience

Essential:

* Bachelor’s degree in Business Administration or a related field

* 3–5 years’ experience in operations management or a similar role

* Strong leadership skills with the ability to motivate and guide teams

* Excellent IT proficiency

* Analytical mindset with strong problem-solving abilities

* Confident communicator, able to build rapport at all levels

* Proficient in data analysis and project management

* Process-driven and highly organised

* Willing to learn new systems and processes

* Familiarity with health & safety regulations and best practices

* Hands-on approach with a focus on continuous improvement