Operations Service Manager

Oxalis Logistics; Huddersfield; On-site; GBP 40,000 - 50,000; Full time

Job summary

A logistics company based in Huddersfield is looking for an Operations Service Manager to lead their operations team, ensuring exceptional service standards and operational efficiency. The role requires oversight of control operations and customer service, with responsibilities for managing staff training and handling customer complaints. Successful candidates will have experience leading large teams and contributing to service excellence. This is a full-time position.

Qualifications

• Experience in leading a large and complex team.

Responsibilities

• Lead the HCC Operations Team to achieve world-class service standards.
• Oversee Control operations and customer service functions.
• Ensure capability to respond to safety incidents and manage training.
• Deliver outstanding customer service measured against client KPIs.
• Address customer complaints and maintain performance standards.

Job description

Operations Service Manager – Oxalis Logistics UK

Role Overview

Reporting to the Head of HCC (Huddersfield Control Centre), the Operations Service Manager leads the HCC Operations Team to achieve world‑class service standards through high‑quality and efficient operations. The role oversees Control operations, customer service and administration functions to ensure consistent service levels across all clients.

Hours of Work

Monday to Friday, 37.5 hours per week, with a one‑hour unpaid lunch break. Flexibility in working hours is required to meet operational demand.

Key Duties

• Ensure the HCC team has the capability to respond to safety incidents through incident management processes, from initial notification to operating a Major Incident Control Centre.
• Maintain staff retention, building resilience into plans to ensure business continuity.
• Provide training to ensure all staff are highly skilled in their respective roles, maintaining capability to manage specialist operations within the HCC team (e.g. gas deliveries) and cross‑training for resilience needs.
• Deliver world‑class customer service through the Control and Customer Service Teams, measured against agreed client KPIs.
• Reconcile operational delivery with client deadlines, ensuring timely and accurate outputs and responding to customer reconciliation queries.
• Respond to non‑conformances and customer complaints within required timeframes, address corrective actions and root causes, and review team performance regularly.

Additional Responsibilities

• Demonstrate highest standards of integrity, leadership and fairness, upholding company values.
• Develop strong working relationships with Contract Management and Field Operations teams.
• Represent the company at key client interfaces, supporting commercial managers in delivering contracted obligations.
• Drive continuous improvement in customer service performance.
• Improve operational efficiencies.

Qualifications

The successful applicant will demonstrate experience in leading a large and complex team.