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Network Operations Manager

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360 Resourcing Solutions

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Location:
United Kingdom , Macclesfield

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Category:
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Contract Type:
Employment contract

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Salary:

35000.00 GBP / Year
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Job Description:

We’re looking for a driven and proactive Franchisee Operations/Support Manager to support and elevate our Metro Rod and Metro Plumb franchise network. Acting as the go-to contact for franchisees, you’ll play a key role in keeping operations running smoothly - resolving issues quickly, coordinating internal teams, and ensuring our network receives a seamless, professional support service. You’ll take ownership of network performance, driving standards across SLA delivery, WIP management, and overall operational consistency. With a strong focus on customer excellence, you’ll embed and champion our 7 Steps to Customer Service, raising the bar on communication and ensuring every customer interaction is efficient, high-quality, and right first time. In addition, you will liaise with the Head of Franchise Systems, and provide valuable operational insight & supporting system rollouts aligning with real-world franchise workflows.

Job Responsibility:

  • Drive SLA performance and manage WIP across the network, ensuring timely service delivery and strong customer communication
  • Champion the 7 Steps to Customer Service and support underperforming franchises with targeted improvement plans
  • Act as the main contact for franchisees, resolving day-to-day operational issues and coordinating with internal teams
  • Support system rollouts, training, and adoption, ensuring processes align with operational needs
  • Deliver engaging training on customer service and operational standards, while coaching franchisees to improve performance and embed a customer-first culture
  • Carry out audits and performance reviews to maintain high standards, working closely with internal teams to ensure compliance, consistency, and ongoing improvement
  • Partner with Sales, National Accounts, and wider teams to support client retention, onboard new franchisees, and contribute to broader business initiatives

Requirements:

  • Proven experience in operations management within a performance-driven environment
  • Strong people management, coaching and influencing skills, particularly with external partners or franchisees
  • Demonstrable tenacity and assertiveness when managing conflict or challenging situations
  • Logical, strategic and solutions-focused thinker with strong problem-solving capability
  • Excellent written and verbal communication skills with the ability to build rapport quickly
  • Ability to make effective decisions under pressure while maintaining business-as-usual activity
  • Experience designing and delivering training content
  • Strong commitment to enhancing customer experience and service quality
  • Flexible attitude to working hours and out-of-hours support when required
  • Understanding of Health & Safety requirements or willingness to undergo training
  • Willing and able to conduct regular travel to our franchise network
  • Must have a full clean UK driving license
What we offer:
  • 25 days annual leave – plus bank holidays
  • Royal London, Company Pension
  • Group Life Assurance
  • Cycle to Work Scheme
  • Free Eye Tests / Subsidy for Glasses
  • Free Parking
  • Employee Assistance Programme
  • Occupational Health Support
  • Employee Discounts Platform

Additional Information:

Job Posted:
March 26, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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