Laddaw Ltd
Operations Manager
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Contract Type: Regular
About Autoglass® and Laddaw®
We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.
Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.
Job Title: Operations Manager
Location: Glasgow - with requirement for regular travel
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
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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
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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.
Ready to make a memorable difference with care? We'd love to hear from you.
Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at recruitment@belronuk.com.
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