Job Purpose
The Head of Operations is responsible for leading and optimising the day-to-day operations of Berwick Care's supply services, ensuring the efficient, timely, and cost-effective delivery of high-quality products to care homes. The role ensures that clients are consistently supported with reliable supplies that enable safe, compliant, and effective care provision.
The postholder oversees procurement, inventory management, and logistics, maintaining strong supplier relationships and ensuring compliance with relevant quality, health, and safety standards. They are also responsible for driving operational improvements, managing resources effectively, and minimising costs without compromising service quality.
Working closely with senior leadership, the Head of Operations supports business growth by strengthening client relationships, improving service performance, and identifying opportunities to enhance processes and expand the company's offering. The role promotes a culture of accountability, responsiveness, and excellence across the operations team.
Accountabilities:
Operational Leadership
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Oversee the day-to-day running of all operational activities across the business
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Ensure orders are processed accurately and delivered within agreed timeframes
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Monitor workflows to maintain efficiency and high service standards
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Identify and address operational issues quickly to minimise disruption
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Ensure all teams are aligned and working to agreed processes and priorities
Supply Chain & Procurement Management
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Manage the end-to-end procurement process from sourcing to delivery
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Negotiate pricing, terms, and service levels with suppliers
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Monitor supplier performance against agreed standards and KPIs
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Develop and maintain strong, reliable supplier partnerships
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Identify alternative suppliers to reduce risk and improve cost efficiency
Inventory Control & Stock Management
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Maintain accurate stock records and robust inventory systems
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Monitor stock levels to prevent shortages and overstocking
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Analyse usage trends to improve forecasting and ordering cycles
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Implement stock control procedures to minimise waste and loss
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Conduct regular stock audits and reconciliations
Logistics & Distribution Oversight
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Oversee warehousing, picking, packing, and dispatch processes
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Ensure deliveries are scheduled and completed efficiently
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Monitor delivery performance and resolve delays or errors
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Work with logistics providers to improve reliability and cost efficiency
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Continuously review and improve distribution processes
Compliance, Quality & Safety
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Ensure compliance with health and safety regulations across operations
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Maintain product quality standards in line with care sector requirements
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Ensure proper documentation and product traceability is in place
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Conduct regular checks and audits to ensure compliance
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Promote a safe working environment for all staff
Customer & Client Relationship Management
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Build and maintain strong relationships with care home clients
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Ensure client needs and expectations are consistently met
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Handle complaints and service issues in a timely and professional manner
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Gather client feedback to identify improvement opportunities
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Support account retention and long-term client satisfaction
Financial & Cost Management
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Monitor operational budgets and control costs effectively
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Identify opportunities to reduce spending without impacting quality
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Track financial performance and report variances to senior management
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Support pricing decisions through cost analysis
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Ensure efficient use of resources across all operations
Team Leadership & Development
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Lead, manage, and support the operations team on a daily basis
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Set clear objectives and performance expectations
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Provide coaching, training, and development opportunities
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Conduct regular performance reviews and feedback sessions
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Foster a positive, accountable, and collaborative team culture
Performance Monitoring & Continuous Improvement
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Track operational KPIs such as delivery times, accuracy, and cost efficiency
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Analyse performance data to identify trends and issues
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Implement process improvements to enhance productivity and service quality
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Encourage a culture of continuous improvement across the team
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Regularly review systems and processes to drive efficiency
Business Growth & Development Support
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Support initiatives to grow the business and expand client base
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Identify opportunities to improve services or introduce new products
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Work with senior leadership on strategic planning and development
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Contribute to improving the company's market position and competitiveness
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Support the onboarding and servicing of new clients
Requirements
Essential:
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3+ years of leadership or management experience, with strong team management skills and the ability to motivate and develop staff
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3+ years of procurement experience and experience in inventory control
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Understanding of accounting and finance principles
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Experience negotiating with suppliers
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Proficiency in IT systems, including Microsoft Office and stock/order management systems
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Eligible to work in the United Kingdom
Desirable:
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Experience in logistics
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Experience working in a care supplies, healthcare, or other regulated environment
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Knowledge of compliance and quality standards relevant to the care sector
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Experience with inventory management or ERP systems
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Formal management qualification (e.g. ILM, CMI or equivalent)
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Experience in contract management
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Experience with business improvement or lean/process improvement methodologies
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Experience building relationships with clients and suppliers
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Knowledge of customer service principles and maintaining high service standards
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Knowledge of health and safety requirements within a warehouse or operational environment
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Full UK driving licence
Benefits
What We Offer:
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Competitive salary of £65,000–£80,000/year
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Free onsite gym
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Free lunch and unlimited snack cupboard
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Onsite parking
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Friendly, supportive team and inclusive workplace culture
