Operations Manager

Hours - 40-55hrs/ week

We are a growing UK plumbing business looking for a highly articulate, organised and proactive Virtual Assistant to manage our day-to-day customer communications and job coordination.

The single most important requirement for this position is exceptional spoken English. You must be able to communicate fluently, coherently and confidently with UK customers, with excellent articulation, natural conversational ability and a professional, charismatic telephone manner.

You will be representing our business directly to customers, so the ability to communicate clearly and create an excellent first impression is non-negotiable.

Key Responsibilities:

• Phone Calls & Bookings: Answer incoming calls, understand customer requirements and arrange suitable appointment times.
• Contractor Coordination: Organise the appropriate plumbing contractor to attend each job and ensure all details are communicated accurately.
• Customer Relations: Maintain outstanding communication throughout the entire customer journey, keeping customers informed and handling questions or concerns professionally.
• CRM Management: Record customer details, update job progress and ensure every enquiry is tracked from the initial call through to completion.
• Operations: Follow up on outstanding jobs, resolve routine issues independently and ensure nothing falls through the cracks.

Requirements:

• Exceptional spoken English with outstanding fluency, articulation, clarity and conversational confidence.
• A professional, engaging and natural telephone manner.
• Previous experience OR good understanding in customer service, virtual assistance, scheduling or operations.
• Excellent organisation, attention to detail and problem-solving skills.
• Ability to work independently and take ownership of responsibilities.
• Experience with CRMs is advantageous.
• Mandatory Application Requirement — Voice Recording
• Applications without a voice recording will not be considered. No exceptions.

As spoken English is our number-one hiring criterion, every applicant must submit a voice recording introducing themselves, explaining their previous work experience and describing why they are interested in this particular role.

We are looking for someone who speaks English exceptionally well: fluent, coherent, articulate, confident and engaging. You must be capable of representing a professional UK business over the telephone and communicating with customers effortlessly.

Please ensure your recording is clear, natural and recorded in your own voice. Your communication ability will carry more weight in our selection process than your CV alone.

What We Offer:

• A stable, full-time remote position with a growing UK business.
• Clear systems, training and the opportunity to take genuine ownership of daily operations.
• Competitive compensation and the potential for a long-term working relationship.
• We are looking for someone dependable, proactive and committed to delivering an outstanding customer experience.

To apply, please send your CV, expected monthly salary and mandatory voice recording. Applications missing any of these requirements will not be considered.