32 hours per week, 4/5 days in the office
Role Overview
As Operations Manager at Apex Doma, you will play a key role in ensuring the smooth day-to-day running of our operations while supporting the continued growth of the business. Working closely with the Directors and the Project Coordinator, you will oversee project delivery, customer operations and internal processes, as well as taking day-to-day responsibility for the installation team, ensuring our customers receive an exceptional experience from initial handover through to installation and aftercare.
This is an excellent opportunity for someone who enjoys improving processes, solving problems and leading people. You'll act as the central point of coordination between departments, helping the business run efficiently while identifying opportunities to streamline workflows, improve communication and support continued operational excellence.
You'll also act as a senior point of escalation for both customers and the team, helping to resolve issues efficiently while maintaining the high level of service Apex Doma is known for.
Key Responsibilities
- Oversee the day-to-day operation of the business, ensuring projects, scheduling and customer handovers are delivered efficiently and to a high standard.
- Lead and support the wider Operations team, providing day-to-day guidance, coaching and oversight.
- Take responsibility for the day-to-day management of the installation team, ensuring work is planned, resourced and delivered safely, on time and to a high standard.
- Act as a point of escalation for customer queries, concerns and operational issues, ensuring timely and professional resolution.
- Work closely with the Directors on operational reporting, planning, strategic projects and identifying, developing and implementing efficiencies across the business.
- Review and improve operational processes to support business growth and enhance the customer journey.
- Oversee and optimise the use of operational systems and HubSpot CRM.
- Support resource planning and workload management to ensure projects are delivered efficiently.
- Drive automation and continuous improvement across the sales-to-installation journey.
- Work closely with the Project Coordinator to ensure installations are scheduled effectively and jobs progress smoothly from booking through to completion.
- Collaborate with Sales, Purchasing and Technical teams to ensure effective communication and project delivery.
- Monitor operational performance, identify bottlenecks and implement practical solutions.
- Develop, maintain and document operational policies, procedures and workflows.
- Champion excellent customer service throughout every stage of the customer journey.
Skills & Experience
Essential
- Previous experience in an Operations Manager, Project Manager or similar operational leadership role.
- Experience leading and developing operational teams.
- Strong organisational and project coordination skills with the ability to manage multiple priorities.
- Experience using CRM and operational management software.
- Excellent communication skills with the confidence to manage difficult conversations and resolve customer issues.
- A proactive approach to identifying problems and implementing practical solutions.
- Strong analytical and problem-solving skills.
- Ability to work collaboratively with senior management and contribute to business improvements.
- Confident using Microsoft Office 365, particularly Excel.
Desirable
- Experience within the construction, electrical, renewable energy or home improvement sectors.
- Knowledge of customer service best practice.
- Experience implementing operational improvements or business process automation.
What We're Looking For
- Organised and able to manage multiple priorities in a fast-paced environment.
- Calm under pressure and confident making decisions.
- A natural leader who enjoys supporting and developing others.
- Customer-focused, with a passion for delivering an excellent experience.
- Proactive, solutions-focused and always looking for ways to improve processes.
- A collaborative team player who enjoys working closely with colleagues across the business.
- Adaptable and comfortable working in a growing business where no two days are the same.
Pay: £38,000.00 per year
Benefits:
Work Location: In person
