Operations Manager

About fettle;

Fettle is a rapidly expanding bike repair and service business that is dedicated to promoting sustainable transportation and making cycling more accessible for everyone. We obsess about providing the highest-quality maintenance for bicycles of all types. We believe that our success depends on working collaboratively, continuously learning, and always putting our customers first.

Last year, we launched a new partnership co-locating with Kwik Fit centres. Marrying the cycling and automotive industry is a bold move and it’s paying off. This year is all about expansion and helping people, everywhere, stay safe on the roads.

Cyclists using the fettle service benefit from:

• Super-Convenient, Central Locations: We’re building up an unrivalled network to cover the hotspots where cyclists most need support.
• Handy Collection Service: Convenience is key. We’ll even collect and drop off bikes from peoples’ houses.
• Smooth, Simple Technology: As well as being into our bikes we are also tech geeks. We lean on software to make the whole experience easy for cyclists and allow mechanics work efficiently
• Quality Services: Not only are our mechanics the best in-class, we are a friendly company who is obsessed with giving our customers unbeatable services. Check out our reviews for yourself

About The Team & Role.

Reporting to the Operations Director, the Operations Manager is responsible for the operational setup and successful management of new and existing workshops. Ensuring efficient service delivery, overseeing staff, implementing sales strategies, maintaining customer relationships, monitoring financial performance and ensuring compliance with company policies through a team of Workshop Managers.

Key Objectives:

• Employee Engagement results (overall engagement, advocacy rates).
• Achievement of sales and profit targets for the region.
• Customer satisfaction through customer satisfaction and Google rating evaluation.
• Policies and processes are adhered to across the whole region consistently.
• High level of Employee retention across the region.

Specific Responsibilities:

Expansion

• Design and develop operational layout of workshops for partnership expansion.
• Develop current workshops to maximise layout and efficiency.
• Coordinate refurbishments and building improvements liaising with internal stakeholders.

Performance & efficiency

• Supervising and managing the operation of multiple workshop locations. Ensuring that services are executed efficiently, effectively, and in line with company standards.
• Line management responsibilities
• Run audit procedures on workshops within their given region
• Assist workshops in operational processes and equipment requirements.
• Provide constant feedback to trainer(s) on training needs of the workforce. Ensure a skilled and motivated workforce.

Recruitment

• Support the Operations Director with recruitment to maintain staff levels.

General

• Ensuring adherence to safety protocols, and company policies across all locations. Promoting a culture of safety awareness among employees
• Ensure a positive culture in the workshops, amongst staff
• Work with the Operations Director to review the company's environmental impact and costs.
• Support at events where possible.

Now, let's talk about what you bring to the table:

We'd love it if you have..‍.

• Takes accountability for their own performance and actions, demonstrating an “above the line” attitude in all that they do.
• Able to plan, develop and implement strategy to achieve agreed organisational goals.
• Ability to lead and inspire workshop teams, set clear goals, and drive performance.
• Commercial acumen, demonstrating an ability to focus on profitability over turnover.
• Excellent communication skills both verbal and written with the ability to communicate with clarity, consistency, and confidence.
• Demonstrates an ability to clearly communicate ideas and concepts verbally to groups of mixed ability.
• A collaborative team player – concerned with team success as well as individual performance.
• Continually demonstrates high standards of conduct and performance, integrity and confidentiality.
• Ability to adapt and meet the changing demands of the work environment, any delays or other unexpected demands.
• Knowledge of industry regulations and ensuring compliance in all regional operations.
• Demonstrates a clear comprehension of business goals and strategy.
• Highly organised with the ability to work calmly under pressure and manage multiple demands whilst maintaining quality, accuracy and providing results.
• Organises, plans, takes responsibility and completes projects effectively.
• Meticulous management of designated budget
• High level of IT proficiency across Microsoft Office and Google Suite.
• Willingness to travel to oversee operations and meet with customers.
• A passion (or even obsession!) for all things cycling, bikes and bike repair.
• Dogged, determined, never say die attitude. Versatile, restless, energetic, can-doer
• Eligibility to work in the UK.
• Full UK Drivers Licence

And now, the numbers:‍

• Salary: Full time (5 days a week): c£35-45k + annual bonus based on hitting KPIs.‍
• Location: Remote/Field Based working with regional and national travel required.

Benefits

As a fettler, you’ll get:

• Trade prices on bike parts and accessories from the day you start, to keep your own bike going for a better price.
• 20 days holiday, plus your birthday and bank holidays (flexi for part time)
• Life insurance, 24/7 Virtual GP and partner discounts.
• Lunch on us at the HQ office if in on Mondays, Wednesdays and Fridays, cooked by a wonderful chef.
• Training opportunities - we invest in your development.

Interview Process

We have created an interview process that is quick and easy, helping us to get to know you and vice versa. Once you’ve applied, you can expect us to arrange a quick phone call with you if we feel you have the right profile. Next, we will ask you to come in and meet the team for a presentation and interview. If all goes well, you can expect an offer very shortly after.

To Apply

If the role and company we’ve described in this advert sounds like a bit of you, then we’d love to hear from you! To apply, please email with your CV and a cover letter that answers these 3 questions:

1. What makes you the right person for this opportunity?
2. What is your understanding of what makes Fettle special?
3. What do you think would be most challenging about this role?
   

Come join us on this exciting journey towards sustainable travel. We can't wait to welcome you to the team!