Job Description

Contract Type:

Regular

Job Title: Operations Manager

Location: covering branches across Edinburgh, Dundee, Perth and Stirling -with a requirement for regular travel across all 4 sites

Contract Type: Full-time, Permanent

Salary: £42k - £52k Additional benefits: annual bonus up to 20% + private medical + employer pension contribution up to 10%

Grade: E

Hours: 40- Monday – Friday

Required: Full UK Manual Driving Licence

At Autoglass®, our purpose is simple: making a memorable difference with care

As an operations Manager, you'll play a vital role in delivering exceptional customer service through the leadership of a team of skilled Technicians and support colleagues. You'll inspire high performance, champion employee engagement, and ensure our technical expertise continues to set us apart.

This is an exciting opportunity to lead a geographically dispersed team, drive operational excellence, and create an environment where people can thrive, develop and achieve their full potential.

What You'll Be Doing

Leading and Developing Your Team

You'll create an outstanding experience for every colleague by focusing on wellbeing, performance and development. You'll:

• Lead and support a team of approximately 15-25 colleagues across customer centres and mobile operations
• Deliver exceptional onboarding and induction experiences for new starters
• Coach, inspire and develop individuals to achieve their full potential
• Ensure effective succession planning and proactive recruitment activity to maintain optimum headcount
• Create meaningful performance and development plans for all team members
• Foster a diverse, equitable and inclusive culture where everyone feels valued and supported

Driving Operational Excellence

You'll be responsible for ensuring your team consistently delivers high standards across all areas of the operation by:

• Leading the delivery of local capacity plans and proactively managing risks
• Monitoring and improving operational performance against key business objectives
• Communicating goals, targets and priorities clearly to ensure colleagues understand their contribution to wider business success
• Collaborating with key stakeholders to identify opportunities for continuous improvement
• Managing resources effectively to maximise productivity and efficiency

Delivering an Exceptional Customer Experience

Customer satisfaction is at the heart of everything we do. You'll:

• Champion outstanding customer service across your operation
• Engage with customer feedback and drive improvements where required
• Ensure every customer receives a high-quality service experience
• Promote our technical superiority and maintain industry-leading quality standards
• Drive performance to minimise warranty rates and maximise customer loyalty

Promoting a Safe and Responsible Culture

You'll play a key role in creating and maintaining a zero-harm culture by:

• Leading Health, Safety and Wellbeing initiatives across your region
• Ensuring full compliance with company policies, standards and procedures
• Supporting our responsible business commitments
• Maintaining audit readiness and operational standards at all times
• Taking accountability for process compliance, assets and cost control

About You

We're looking for an experienced operational leader who can inspire teams, build strong relationships and deliver measurable results.

You'll have:

• Significant experience in an operational management role (typically 3+ years)
• Experience leading remote and field-based teams
• Strong customer service and stakeholder management skills
• Experience managing resources and capacity planning to achieve operational objectives
• A proven track record of leading change and continuous improvement initiatives
• Strong coaching and people development experience
• A collaborative leadership style with a focus on engagement and performance

You'll be responsible for delivering performance across a range of key measures, including:

• Customer satisfaction (NPS)
• Employee engagement
• Absence and attrition
• Warranty performance
• Customer retention and rebook rates
• Operational productivity and utilisation
• Cost control, including overtime and stock loss
• Health & Safety performance and compliance
• Audit and site standards
• Performance reviews and development checkpoints

Key Relationships

You'll work closely with a wide range of teams across the business, including:

• District Support Teams
• Distribution Centre Managers
• Technical Training & Support Teams
• Resource Optimisation Teams
• Customer Services and Customer Experience Teams
• Warranty & Rectification Teams
• People Support Functions
• Health & Safety, Facilities and Footprint Teams
• Concierge Teams and Team Managers

About Belron® UK

Belron® UK Ltd (trading as Autoglass® and Laddaw®) is part of the global Belron® Group — the world’s leading vehicle glass repair and replacement business. With a presence in over 30 countries and more than 30,000 employees, Belron® is united by a common purpose: making a memorable difference with real care

Why Join Autoglass®?

At Autoglass®, we're committed to creating a workplace where everyone can succeed. You'll have the opportunity to lead talented teams, drive meaningful change, and make a lasting impact on both our customers and colleagues.

About Belron® UK

Belron® UK Ltd (trading as Autoglass® and Laddaw®) is part of the global Belron® Group — the world’s leading vehicle glass repair and replacement business. With a presence in over 30 countries and more than 30,000 employees.

Ready to make a memorable difference with care? We'd love to hear from you.