Operations Manager (Tech Returns)

Operations Manager
Wellingborough, NN8 6BS

The Company
Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

We are looking for an Operations Manager (Technical Returns / Reverse Logistics) to join our dedicated team at our site in Wellingborough. This role is a fantastic opportunity for someone with a strong customer focus to play a crucial part in delivering exceptional service.

The position holder will support and assist the Contract Manager by organising and managing the operational functions of the Samsung contract (Technical Returns), to provide the best possible service to the customer, within the economic constraints of the business, and also to adhere to both company and customer quality standards, while maintaining good staff relations and Health & Safety standards.

What we offer:
• Salary of £45,000 - £47,799
• Individual health cover
• 25 days’ holiday (excluding bank holidays) and 5 days of Volunteer Leave per year
• Opportunity for Unpaid Leave
• Critical Illness Cover
• MyStrength Wellbeing App
• Free online Fitness Platform, i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• On-Site Mental Health First Aiders
• Employee benefits, i.e. Free eye test, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service
• Tailored development and career opportunities
• Karo Health
• Health Cash Plan

Key responsibilities:

1. Operational Control:
a. Take responsibility for the management of operational staff across Technical Returns activities, ensuring that workloads align with deadlines, customer forecasts, and service level agreements
b. Take budgetary responsibility for all operational activities within your cost centre
c. Monitor performance and escalate any issues affecting operational targets or customer expectations, ensuring that all operational and customer targets are consistently met or exceeded

2. Customer Service:
a. Develop and maintain current working relationships with all stakeholders within Technical Returns, ensuring a professional standard of communication in a timely manner, building trust & confidence
c. Identify and recommend solutions to customer queries and service issues
d. Produce accurate management reporting for both internal teams and customers

3. Teamwork:
a. Manage and monitor levels of performance of the team (up to 6 direct reports with an extended team of 70) through delegation and objective setting, ensuring appropriate training and mentoring is provided
c. Ensure all company procedures are adhered to in a fair and consistent manner including absence, performance, standards of behaviour, PDR processes. Supporting investigations and disciplinary processes as required
d. Participate in and encourage high levels of collaborative working providing support as necessary

4. Continuous Improvement:
a. Identify opportunities to improve processes and procedures in to drive efficiency and customer satisfaction (knowledge of Kaizen principles would be advantageous)
b. Support the development of additional revenue opportunities within the Technical Returns division
c. Monitor and enhance the quality management system, ensuring best practice across all operational processes

5. Health and Safety/Company Procedures:
a. Ensure all health and safety procedures are adhered to all times, raising any non-compliances or concerns at the earliest opportunity, ensuring a safe working environment for employees, customers & visitors

About you:
- Solid background in warehouse operations, Contract Logistics with a 3PL background, and any experience/knowledge of Reverse Logistics would also be highly advantageous
- Strong Commercial Awareness with a solid understanding of contract cost models, profitability, and cost-saving opportunities (desirable)
- Comfortable discussing commercial impacts with both internal leadership and the customer
- Exposure to High-Compliance environments such as working with high-value goods, electronics, FMCG, or other sectors with strict quality expectations
- The ability to build training material, deliver effective coaching, and upskill leaders or operatives
- Experience in successfully driving employee engagement through fostering a positive team culture mind-set
- Proven experience of leadership within a medium to large scale operation (essential)
- Proven ability to successfully influence & lead Team Leader, FLM’s and support functions
- Excellent customer service record with a proven history of maintaining KPI’s and service levels
- Excellent communication & negotiation skills
- A continuous improvement mindset with proven hands-on experience of Kaizen / Lean / CI projects
- A strong understanding of KPI’s, SLA’s, productivity & workflow optimisation
- Proven experience of problem-solving using data and root cause analysis
- Experience in performance management, coaching & development.
- Solid understanding of Health & Safety / operational risk. Enforcing safe systems of work and ensuring compliance is maintained.
- Flexibility to work in environments with shifting priorities, sudden volume spikes & customer escalations.


In Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process but we encourage the candidates to use them to enhance their application and not replace their own effort and authenticity. Therefore, candidates should not rely on AI-generated responses during the interview process.

Please note, applicants must have the legal right to work in the UK, as we are unable to offer visa sponsorship for this position.

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential.