Senior Store Operations Support Specialist - UK Retail
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Department: Existing Store Operations
Reports To: India Operations & Office Manager / UK Directors
Location / Hours: Vadodara, Gujarat / UK-aligned hours

ROLE SUMMARY

Henley Retail Group is seeking a mature and commercially aware Senior Store Operations Support Specialist to provide structured day-to-day support to its existing UK convenience stores. The role acts as a central point of contact for Store Managers, ensuring operational issues are investigated, prioritised, allocated, followed up and resolved.

This is a standalone subject-matter role without direct reports initially. The postholder owns operational resolution and coordination but must involve Finance, HR, Compliance or IT where specialist decisions are required. The successful candidate must investigate rather than merely forward queries and must provide clear options and recommendations.

KEY RESPONSIBILITIES

- Receive, assess and prioritise store queries through the central ticketing, task-management and communication channels.
- Triage issues according to safety, trading disruption, financial exposure, compliance, customer impact and reputational risk.
- Investigate operational problems, establish the underlying cause and progress a practical solution rather than simply passing the issue elsewhere.
- Coordinate reactive and planned maintenance, contractor attendance, quotations, approvals, completion dates, quality checks and evidence.
- Support stores with energy, water, waste, broadband, telecoms, equipment, refrigeration, security systems, utilities and service-provider issues.
- Liaise with Store Managers, franchisors, landlords, local authorities, suppliers and contractors to minimise disruption and maintain standards.
- Support ongoing services and revenue streams including parcels, lockers, PayPoint, Lottery, ATM, Post Office, delivery platforms and other approved activities.
- Monitor open tickets and actions, maintain clear owners and next steps, follow up third parties and close matters only when the required outcome is verified.
- Progress actions arising from audits, store visits, performance reviews, Director instructions and operational meetings.
- Maintain accurate records of issues, quotations, costs, approvals, communications, decisions, completion evidence and outstanding risks.
- Monitor supplier and contractor performance, challenge poor service and identify recurring failures or unnecessary costs.
- Support store refits, equipment installations, service changes and wider operational-improvement projects.
- Provide concise updates and recommendations to Store Managers and Directors, escalating urgent, high-cost,



safety-related or business-critical matters promptly.
- Update operational SOPs and supplier information where completed work creates reusable learning or a better process.

KNOWLEDGE, SKILLS & EXPERIENCE

- Minimum 10 years of relevant experience in retail operations, multi-site operations, facilities coordination, store support or operational service delivery.
- Proven experience coordinating suppliers, contractors, maintenance, quotations and operational issues across multiple locations.
- Strong judgement, prioritisation, investigation and follow-through, with the ability to remain calm during urgent store issues.
- Excellent spoken and written English and confidence dealing directly with UK Directors, Store Managers and external stakeholders.
- Strong Microsoft Office and ticket/task-management capability; UK or international business experience is strongly preferred.

MEASURES OF SUCCESS

- Operational issues are resolved accurately and promptly.
- Maintenance and contractor work is completed within agreed timescales and to the required standard.
- Outstanding actions have clear ownership, updates, evidence and closure.
- Recurring problems and cost-saving opportunities are identified and addressed.
- Store Managers and Directors receive professional, concise and dependable support.
- Routine operational matters require less Director involvement.

CANDIDATE STANDARDS & ASSESSMENT

ROLE-SPECIFIC CANDIDATE PROFILE

For this role, the candidate must distinguish urgent matters from routine requests, take full ownership until a verified outcome is achieved and remain willing to say clearly when an explanation, quotation or proposed solution is inadequate.

CORE WORKING STANDARDS

Henley Retail Group requires employees who think independently, take ownership of work and manage their own tasks, priorities, follow-ups and deadlines without repeated reminders.

Employees must investigate concerns using evidence, identify risks and missing information, challenge unclear or unsuitable instructions respectfully and return with practical recommendations rather than simply reporting problems. They must communicate early where a deadline, accuracy or completeness is at risk and remain responsible for progressing work that depends on colleagues, suppliers or third parties. Completing a task includes maintaining accurate records,



capturing reusable learning and ensuring relevant procedures, supplier information and SOPs remain current, controlled and usable by others.

ARTIFICIAL INTELLIGENCE CAPABILITY - ESSENTIAL REQUIREMENT

Henley Retail Group has used artificial intelligence extensively across its operations for the past two years and now works at an advanced level. AI is embedded in how we research, analyse information, compare options, prepare professional communications, solve unfamiliar problems, improve processes and increase productivity.

Candidates must already be confident and regular users of generative AI tools such as ChatGPT, Microsoft Copilot, Claude or comparable platforms. This is not a role for someone who has not yet adopted AI, uses it only occasionally for basic drafting or intends to learn how to use it after joining. From the outset, the successful candidate must be able to use AI independently and effectively to:

- Conduct research and structured comparisons, analysing information for gaps, inconsistencies, assumptions and risks.
- Draft and improve skilled communications, reports and recommendations.
- Solve unfamiliar problems, develop practical options and apply independent professional judgement.
- Improve efficiency, reduce repetitive work and develop better processes, workflows and reusable methods.
- Provide clear context and instructions, refine prompts and improve initial outputs through iteration.
- Challenge, verify and correct AI-generated information rather than accepting it without checking, remaining accountable for the final work.
- Protect confidential, personal and commercially sensitive information and use only approved tools and methods.
Role-specific AI use includes issue research, supplier and contractor comparisons, root-cause analysis, professional updates, recurring-problem reviews and process improvement. AI must support, not replace, direct verification with suppliers, records and relevant specialists.

Candidates must provide clear examples of how they already use AI in professional work and explain how it has improved speed, quality, accuracy, productivity or decision-making. Basic familiarity with AI, occasional use or a willingness to learn after joining will not meet the requirements of the role.

PRE-EMPLOYMENT ASSESSMENT

Shortlisted candidates will complete mandatory practical assessments covering critical thinking, independent problem-solving, task management, follow-through, SOP ownership, evidence-based investigation, constructive challenge, reliable delivery, professional communication, personal accountability and responsible AI use. A role-specific work sample may also be required. Appointment will be subject to meeting Henley Retail Group's required assessment standard.

📌 Senior Store Operations Support Specalist - UK Retail (Vadodara)
🏢 Henley Retail Group
📍 Vadodara