Stephen John Higgs
Codsall
Summary
Operations Manager with 12 years’ experience in logistics and 4 years as Head of Service & Support, leading large, multi‑disciplinary teams across field engineering and operational support. Adept at ensuring IT systems and processes are effectively utilised, optimised, and aligned with organisational goals. Skilled in developing robust management information and reporting frameworks to drive informed decision‑making and operational transparency.
A highly organised, process‑driven leader with a proven ability to drive growth by embedding best operational practices and scalable processes for future success. Demonstrates strong leadership within corporate environments, consistently achieving company objectives through strategic planning and performance management.
A forward‑thinking service leader who excels in team development, coaching, and capability building — cultivating high‑performing teams through structured mentoring, clear expectations, and regular performance assessments. Committed to maintaining the highest standards of health, safety, and compliance while fostering a culture of continuous improvement and operational excellence.
Open to new challenges and dedicated to ongoing professional development, bringing a strategic mindset, strong stakeholder engagement skills, and a passion for delivering exceptional service outcomes.
Overview
12
12
years of professional experience
Work History
Head Of Service & Support
Biosite Systems
04.2022 - Current
- Led a combined team of 15 field engineers and 15 support staff, ensuring high performance and strong collaboration.
- Conducted regular 1:1s, performance reviews, and development planning to build capability across both field and office teams.
- Delivered coaching, mentoring, and technical guidance to support staff progression and maintain consistent service standards.
- Managed recruitment, onboarding, and ongoing training to maintain a skilled and motivated workforce.
- Oversaw daily scheduling, deployment, and workload allocation for field engineers to maximise productivity and meet SLAs.
- Monitored job progress, engineer utilisation, and service quality, resolving issues quickly to minimise downtime.
- Ensured all field activities adhered to safety, compliance, and regulatory requirements.
- Coordinated with technical teams to diagnose operational issues and implement corrective actions.
- Directed the support team in handling customer queries, job logging, documentation, and service coordination.
- Streamlined administrative processes to improve accuracy, speed, and communication between field and office teams.
- Ensured support staff maintained high standards of customer service and operational efficiency.
- Analysed team KPIs, identifying trends and improvement opportunities to enhance service delivery.
- Prepared operational reports for senior management, highlighting performance, risks, and resource needs.
- Implemented process improvements and automation to increase efficiency and reduce operational bottlenecks.
- Monitored budget usage, resource allocation, and cost‑saving opportunities.
- Acted as the primary point of contact for internal and external stakeholders regarding field operations.
- Built strong relationships with clients, ensuring expectations were met and service quality remained high.
- Collaborated with cross‑functional teams (IT, logistics, procurement, senior leadership) to support wider business objectives.
- Enforced health and safety standards across field and support teams, ensuring full compliance with audits.
- Led incident investigations, implemented corrective actions, and maintained accurate documentation.
- Ensured engineers had the correct equipment, training, and certifications to operate safely and effectively.
Control Room Manager
Biosite Systems
04.2021 - Current
- Coordinated day-to-day control room tasks, ensuring seamless service provision.
- Assisted in emergency protocols during unforeseen events, reducing disruptions.
- Maintained adherence to safety and regulatory standards, clearing all audits.
- Addressed operational challenges, diagnosing issues and suggesting solutions.
- Supported control room staff, promoting teamwork and performance.
- Observed staff outcomes, developing plans to boost skills and effectiveness.
- Facilitated training sessions to enhance staff abilities.
- Carried out performance assessments, acknowledging top performers and addressing growth areas.
SITE OPERATIONS MANAGER
AF Blakemores & Sons
Wolverhampton
11.2019 - Current
- Supported colleagues by offering assistance and training when required and consistently updated own knowledge and skills by furthering my own development also by completing I.L.M Level 2 and 3.
- Built exceptional working relationships with clients and stakeholders, ensuring the business gets the most out of the daily operations liaising closely with my general manager to ensure all targets are met.
- Ensured staff compliance with the company's health and safety policies, dealing with incidents when necessary and carrying out investigations and disciplinary's in-line with the company's policies.
- Planned, managed and implemented work schedules to meet deadlines, driving accountability and efficiency across all 170+ warehouse operatives and managing a team of 12 managers across different levels.
- Responsible for the management and supervision of the in-house staff and oversee the work of the in-house operations teams and external contractors across my site.
- Coordinating the assembly on average of 500,000 items a week, including the dispatching of these items, across a multi temp items.
- Managing communications between Warehouse Operatives, Team Leader, Supervisor, Senior Shift Managers, Procurement, Logistics Operations and all external contractors.
- Personally ensuring all delivery deadlines are met, and quality standards are upheld and meeting temperature compliance's.
- Managed the day-to-day responsibility for all operation aspects of the business.
- Developed and maintained a service orientated culture amongst my staff and external contractors.
- Created detailed schedules based on strict deadlines to promote accountability and improve efficiency and introducing process management & improvement culture. In a turn driving out efficiencies.
- Provided operational guidance to 170 employees while promoting and following all appropriate health and safety regulations.
- Managed stock control of 6000 different items, and accurately checking all inventory records to improve organisation and operational efficiency.
- Planned, scheduled, and reviewed workload and manpower to meet all targets on a cost-effective basis, exceeding company expectations.
- Continually monitored the performance of the team to maximise all opportunity and effectively manage costs and put actions into place to offer support where required.
DEPOT MANAGER
AF Blakemores & Sons
Wolverhampton
09.2018 - 11.2019
- Scheduled and monitored employee shift calendar to ensure opening and closing hours were sufficiently manned.
- Supervised the daily activities of 125 employees and 6 Team Leaders coached them on their performances.
- Timely and accurately reported any maintenance or repair requirements, deploying quick solutions to minimise service interruptions.
- Selected, recruited and trained staff according to petrol forecourt operational regulations and company policies.
- Managed all staffing requirements, including recruiting potential staff and arranging training and development.
DEPOT SUPERVISOR
AF Blakemores & Sons
Wolverhampton
07.2016 - 09.2018
- Reconciled all paperwork accurately and efficiently.
- Ensured efficient stockpiling, storage and redelivery of 6000 items at sites, ensuring the best use of space.
- Reported any faults, breakdowns and damages to site Operations Manager in order to keep operations running smoothly.
- Supported timely delivery of improvement projects, ensuring outstanding quality and standards.
- Used effective people management and organisational abilities to plan the operations daily tasks.
DEPOT TEAM LEADER
AF Blakemores & Sons
Wolverhampton
07.2014 - 06.2016
- Designed comprehensive dashboard to visualise team KPIs and analyse progress using PMI, leading to 20% increase in productivity.
- Trained 30 staff to efficiently use of warehouse systems software to enhance speed, accuracy and quality of customer service.
- Managed team of 50 direct reports, including daily supervision, performance tracking.
- Led by example through appropriate behaviours during customer service interactions and an impeccable standard of personal presentation.
- Recruited new team members when necessary in conjunction with warehouse operatives ensuring all HR-related processes were diligently followed.
Education
Level 5 - IOSH Managing Safety
IOSH
2026
GCSE -
09.2008
LEVEL 2 & 3 - Introduction into Management
05.2020
Personal alcohol license -
05.2018
Investigation and Disciplinary & Grievance -
01.2017
Fire Marshall -
01.2016
First Aid -
01.2016
Skills
- Performance management
- Staff management
- Health and safety
- Adaptive leadership
- Scheduling
- Estimating
- Cost Control
- Logistics management
- Warehouse operating procedures
- Team leadership
- Process improvement
- Customer relationship management
- Employee training
- Strategic planning
- Operational reporting
Accomplishments
- 2 Years into Bachelors Degree - Business Management
Timeline
Head Of Service & Support
Biosite Systems
04.2022 - Current
Control Room Manager
Biosite Systems
04.2021 - Current
SITE OPERATIONS MANAGER
AF Blakemores & Sons
11.2019 - Current
DEPOT MANAGER
AF Blakemores & Sons
09.2018 - 11.2019
DEPOT SUPERVISOR
AF Blakemores & Sons
07.2016 - 09.2018
DEPOT TEAM LEADER
AF Blakemores & Sons
07.2014 - 06.2016
Level 5 - IOSH Managing Safety
IOSH