We are looking for an experienced, confident and highly organised General Manager / Business Manager to become a key part of our management team.
This is a senior position with genuine responsibility. The successful candidate will work closely with the business owner and will be responsible for the day-to-day running of the business, including managing approximately 20 staff, overseeing schedules and diaries, dealing with customers and resolving operational issues.
The role will also include responsibility for the company vehicle fleet, ensuring vans are properly maintained, serviced, compliant and available for daily operations.
Most importantly, this person will be expected to run the business in the owner's absence.
We are looking for someone who is confident making decisions, comfortable managing people and capable of taking ownership of problems rather than simply passing them on.
Key ResponsibilitiesDay-to-Day Business Management
- Take responsibility for the smooth and efficient running of the business on a daily basis.
- Act as the owner's deputy and assume overall responsibility when the owner is absent.
- Make sensible, timely decisions to keep the business operating effectively.
- Identify and resolve problems before they become significant issues.
- Ensure that agreed company procedures and standards are followed.
- Monitor the overall performance and organisation of the business.
Staff Management
- Provide day-to-day management and leadership to a team of approximately 20 employees.
- Allocate work and manage staff diaries and schedules.
- Organise cover for holidays, sickness and unexpected staff absence.
- Deal with staff questions, concerns and day-to-day problems.
- Address poor performance, conduct and attendance issues appropriately.
- Maintain good communication and morale within the team.
- Ensure staff understand their responsibilities and are working to the required standards.
- Support recruitment, induction and training where required.
- Hold regular staff meetings and communicate important information from management.
Fleet & Van Management
- Take responsibility for the day-to-day management of the company's van fleet.
- Ensure all company vehicles are properly maintained, serviced and kept in a safe and roadworthy condition.
- Monitor MOTs, servicing, repairs, tyres, vehicle inspections and other routine maintenance requirements.
- Arrange repairs and servicing with garages and suppliers as required.
- Keep accurate records of vehicle maintenance, servicing and compliance.
- Monitor vehicle cleanliness and general condition.
- Coordinate vehicle availability with staff schedules and daily operations.
- Deal with breakdowns, vehicle issues and unexpected fleet problems promptly.
- Ensure any vehicle-related issues are identified and addressed before they affect the operation of the business.
- Monitor fuel usage and other routine fleet-related costs where appropriate.
- Ensure staff using company vehicles follow the required procedures and standards.
Customers & Public
- Act as a senior point of contact for customers and members of the public.
- Deal confidently and professionally with complaints and difficult situations.
- Resolve customer issues wherever possible without unnecessarily escalating them to the owner.
- Maintain the reputation and professional standards of the business.
- Ensure customers receive a consistently high standard of service.
Organisation & Administration
- Oversee staff diaries, appointments and daily schedules.
- Ensure the business is adequately staffed and organised each day.
- Monitor workload and identify potential operational problems.
- Coordinate information between management, staff and customers.
- Maintain accurate records and ensure important information is communicated appropriately.
- Assist with improving systems and processes to make the business more efficient.
Animal Industry Experience – Advantageous
Because of the nature of our business, experience working with animals would be a significant advantage.
Candidates with a background in the animal-care sector, such as:
- Veterinary practice management
- Veterinary nursing
- Animal care
- Animal welfare
- Other animal-related businesses
would be particularly welcome.
A veterinary practice management or veterinary nursing background would be especially advantageous, as an understanding of animal behaviour, welfare, handling and the practical considerations involved in caring for animals would be highly relevant to the role.
Animal-sector experience is not essential, however. The most important qualities are strong management ability, sound judgement, organisation, leadership and the ability to take responsibility for running the business.
Authority & Decision Making
The successful candidate will be given significant responsibility and authority.
They will be expected to make day-to-day operational decisions independently and will not need to seek the owner's approval for routine matters.
They will have authority to:
- Manage staff and allocate work.
- Rearrange diaries and schedules.
- Organise staff cover.
- Manage day-to-day fleet and vehicle requirements.
- Resolve routine customer complaints.
- Make reasonable operational decisions.
- Address day-to-day staff issues.
- Take whatever reasonable action is necessary to keep the business running smoothly.
Significant matters involving major financial commitments, serious disciplinary action, dismissal, legal issues or major changes to the business will remain with the owner.
The Person We Are Looking For
We are looking for someone who is:
- A confident and experienced people manager.
- Highly organised and able to manage multiple priorities.
- Calm and professional under pressure.
- Comfortable dealing with difficult conversations.
- A natural problem solver.
- Decisive and capable of using their own judgement.
- Approachable but able to manage and lead staff effectively.
- Reliable, trustworthy and discreet.
- Proactive rather than someone who waits to be told what to do.
- Commercially aware and able to understand the wider needs of a business.
- An excellent communicator.
- Comfortable taking responsibility and accountability.
- Comfortable working in an animal-focused environment or willing to learn about the specific needs of the business.
Experience
Ideally, you will have previous experience in a management, operations or general management position involving responsibility for staff and the day-to-day running of a business.
Experience managing a team of around 15–25 people would be advantageous.
Experience in the animal-care sector, particularly veterinary practice or veterinary nursing, would be a significant advantage.
We are more interested in finding the right person with the right attitude, judgement and leadership ability than simply someone with an impressive job title.
What Success Looks Like
Within this role, success means that:
- The business runs smoothly whether or not the owner is present.
- Staff know exactly who is responsible for managing them.
- Problems are dealt with quickly and appropriately.
- Customers receive excellent service.
- Diaries and staffing are well organised.
- The vehicle fleet is properly maintained and operational.
- Problems with vans are dealt with promptly.
- The owner is not required to deal with routine day-to-day issues.
- The team is well managed, motivated and accountable.
- The General Manager takes genuine ownership of the operation.
Why Join Us?
This is an opportunity to take on a genuinely important role within an established business and have a significant influence over how the business operates.
You will have the opportunity to become the second-in-command, work closely with the owner and take real responsibility for the success of the business.
For the right person, this could develop into a long-term senior management position with considerable autonomy.
Unlike a conventional salaried management position, the remuneration package is specifically designed to reward results.
The Package
£40,000 basic salary
Up to £5,000 quarterly performance/profit-related bonus
Up to £20,000 annual bonus
£60,000 OTE
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Store discount
Work Location: In person
