We help growing businesses perform like the best in the industry — without the corporate overhead. Senior operational and people expertise, delivered with a personal touch.
19+
Years Experience
£30m+
Revenue Managed
250+
People Led
What We Do
Three pillars. One outcome.
Every engagement is built around three interconnected areas. Improve one and you improve all three.
Performance
Improving commercial results, driving revenue growth and building sustainable profitability through sharper operational focus and smarter use of data.
People
Developing teams, strengthening HR practices and building cultures where people genuinely want to come to work — and where that enthusiasm shows in results.
Experience
Elevating the customer experience to drive loyalty, advocacy and long-term growth — because how customers feel about your business determines whether they return.
Why Apex
Real experience. Real results.
We don't advise from the sidelines. We bring nearly two decades of hands-on senior leadership — the kind that comes from actually running large, complex operations under pressure.
1
Operational expertise at scale
19 years across the John Lewis Partnership managing teams of 250+, £30m+ revenue and 11 branches in London and the South East.
2
People and operations combined
Most consultants do one or the other. We bridge both — because sustainable performance only comes when operations and people work together.
3
Senior expertise, without the overhead
You get the knowledge of an experienced Operations and HR Director, without the cost or commitment of a full-time hire.
"We help growing businesses perform like the best in the industry — without the corporate overhead."
19+Years at John Lewis Partnership
£30m+Annual revenue managed
250+People led
CMIChartered Fellow
Ready to raise your performance?
Start with a free, no-obligation 30-minute discovery call.
About Apex
Built on experience. Driven by results.
Apex Performance and Operations was founded to give growing businesses access to the kind of senior operational and people expertise that was previously only available to large corporates.
Our Story
Apex was founded after nearly two decades leading high-performing teams across the John Lewis Partnership — one of the UK's most respected retail organisations — managing 11 branches across London and the South East.
During that time, we learned what genuinely makes the difference between a business that performs and one that merely survives. It's rarely about the strategy on paper. It's about the quality of your people, the consistency of your operations, the experience you create for your customers, and the culture you build every single day.
We also saw, time and again, that independent business owners and growing SMEs — brilliant at what they do — were struggling with the people and performance side as they scaled. They couldn't afford McKinsey. They didn't yet need a full-time director. But they absolutely needed someone senior in their corner.
That's why Apex exists. To bridge that gap. To give you the expertise, the insight and the practical support to perform at your best — without the corporate price tag.
Credentials & Experience
CMI Chartered Fellow
The highest level of professional management qualification
CMI Level 7 — Distinction
Strategic Management & Leadership Practice
First Class BA (Hons)
Psychology & Criminology
Imperial College Business School
London Alumni
19 Years — John Lewis Partnership
Senior leadership across 11 branches in London and the South East
Our Values
What we stand for
Integrity
We tell you what you need to hear, not what you want to hear. Honest, direct and always in your best interests.
Excellence
We hold ourselves to the highest standards in everything we do — because that's what we ask of the businesses we work with.
Partnership
We work alongside you, not above you. Your success is our success and we're invested in it for the long term.
Impact
We focus on changes that make a real, measurable difference — not reports that gather dust on a shelf.
Let's start a conversation
A free 30-minute discovery call — no obligation, no pressure.
Services & Pricing
The right support, at the right stage.
Every engagement begins with a conversation. Our services are designed to meet you where you are and take you where you want to be.
How It Works
The Apex journey
1
Discovery
A free 30-minute call to understand your business, your challenges and whether we're the right fit for each other.
2
Audit
A deep diagnostic review of your operations, people and performance — with a detailed report and prioritised recommendations.
3
Implement
Hands-on support to deliver the changes that matter most, at a pace that works for your business.
4
Sustain
An ongoing retained partnership to maintain momentum, support your team and drive continued growth.
Step Two
Diagnostic Audit
Our audit is the starting point for most client relationships. It gives you clarity, confidence and a clear plan of action — at a fixed price with no surprises. Available for businesses of all sizes, from start-ups to established multi-site operations.
Entry Level
Starter Audit
Up to 10 staff
£900
Fixed fee. Approx. 1.5 days.
Includes
HR documentation review
One priority area deep dive
Key risks and quick wins identified
Short written summary and action plan
Follow-up debrief call
Small Business
Foundation Audit
Up to 30 staff
£1,800
Fixed fee. Approx. 2–3 days.
Includes
On-site operational review
People and HR assessment
Customer experience evaluation
Written findings report
Prioritised action plan
Follow-up debrief session
Growing Business
Growth Audit
30–100 staff
£2,800
Fixed fee. Approx. 4 days.
Includes
All Foundation Audit elements
Commercial performance analysis
Management structure review
Culture and engagement assessment
Compliance review
90-day improvement roadmap
Larger Business
Comprehensive Audit
100–200 staff
£4,200
Fixed fee. Approx. 6 days.
Includes
All Growth Audit elements
Multi-area deep dive
Leadership effectiveness review
Detailed financial performance analysis
D&I assessment
Full strategic action plan
Step Three
Implementation Support
Once the audit is complete, we work alongside you to deliver the changes that matter most. Implementation support can be project-based or structured as a short-term engagement.
Focused Project
Single Area
Targeted improvement in one area
£700
Per day. Minimum 2 days.
Examples
HR process overhaul
Customer experience redesign
Compliance improvement programme
Recruitment and onboarding process
Short-Term Engagement
3-Month Programme
Structured delivery across multiple areas
£2,800
Per month. 3-month minimum.
Includes
Weekly on-site or virtual sessions
Delivery of audit recommendations
Team and manager coaching
Progress reviews and reporting
Bespoke
Tailored Programme
Built around your specific needs
POA
Scoped following discovery call.
Includes
Custom scope and timeline
Multi-site or complex engagements
Flexible delivery model
Full project management
Step Four
Retained Support
Our retained packages give you ongoing access to senior expertise — your own operational and people partner, without the cost of a full-time hire.
Entry Level
Starter
Approx. 0.5 days per month · 1–10 staff
£295
per month · 3-month minimum
Includes
Monthly 45-minute check-in call
HR advice — up to 2 queries per month
1 HR document reviewed per quarter
Access to Apex template library
Email support within 48 hours
Essentials
Foundation
Approx. 1.5 days per month
£950
per month
Includes
Monthly performance review call
HR advice and guidance on demand
Email support between sessions
Access to templates and resources
Most Popular
Growth
Growth
Approx. 2.5 days per month
£1,750
per month
Includes
Fortnightly strategy sessions
Full HR and people management support
On-site visits as required
Commercial performance tracking
Priority phone and email access
Full Partnership
Partnership
Approx. 4 days per month
£2,800
per month
Includes
Weekly strategic check-ins
Fractional Ops/HR Director support
Regular on-site presence
Full people lifecycle management
Leadership development included
À La Carte
Additional Services
Day Rate
Project work or standalone consultancy days.
£700
per day
Half Day
Focused sessions or ad hoc site visits.
£400
per half day
HR On-Demand
Light-touch HR advice by phone and email.
£450
per month
Leadership Workshop — Half Day
Facilitated session for up to 15 managers.
£950
per session
Leadership Workshop — Full Day
Full day development programme, up to 15 managers.
£1,600
per session
Discovery Call
30 minutes, no obligation — let's just talk.
Free
no obligation
Travel outside a 10-mile radius of KT12 may be charged at cost. Bespoke packages available for multi-site businesses or longer-term engagements.
Not sure which service is right for you?
Start with a free discovery call and we'll figure it out together.
Get In Touch
Let's start a conversation.
Every client relationship begins with a free, no-obligation 30-minute discovery call. No sales pitch — just an honest conversation about your business and how we might help.
Send us a message
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Thank you for getting in touch. We look forward to speaking with you soon.
Contact details
Based in Surrey, working with businesses across the South East and beyond.
Email
enquiries@apexperformanceandoperations.com
Location
Surrey, KT12 — serving businesses across the South East
Our promise: Every enquiry receives a personal response. We do not use auto-responders or sales scripts — just a genuine conversation about whether we can help.
Insights & Advice
Practical guidance on HR, operations and people management for independent and growing businesses across Surrey.
HR Essentials · May 2026
The five employment documents every small business needs — and most don't have
Most small business owners know they should have proper employment contracts — but far fewer have the other four documents that protect them when things go wrong. Here's what you need and why it matters.
After nearly two decades managing teams at the John Lewis Partnership, I've seen the consequences of missing HR paperwork first-hand — and they're rarely pleasant. A disciplinary process that can't be followed because there's no disciplinary procedure. A dispute about holiday entitlement with no written policy to refer to. A grievance raised with no formal route to handle it.
The good news is that getting the basics in place is neither complicated nor expensive. Here are the five documents that every business with employees should have:
1. Written employment contracts Not just a statement of particulars — a proper contract that sets out hours, pay, holiday, notice periods and your key policies. The law requires you to provide a statement of terms from day one. A proper contract goes further and protects both parties.
2. A disciplinary procedure When a conduct issue arises, you need a clear, documented process to follow. Without one, any action you take is at risk of being challenged — and employment tribunals look closely at process, not just outcome.
3. A grievance procedure Employees have a legal right to raise a grievance. Having a documented process means you can handle complaints fairly and consistently — and demonstrate that you've done so if it ever becomes a dispute.
4. An absence management policy Sickness absence is one of the most common HR challenges for small businesses. A clear policy sets expectations, explains how to report absence and gives you a framework to manage it fairly.
5. A holiday and leave policy Holiday disputes are surprisingly common. A written policy covering entitlement, how to book, carry-over rules and pay during leave saves a significant amount of time and conflict.
If you don't have all five of these in place, you're not alone — most small businesses don't. The important thing is to get them in place before you need them. At Apex, our template library includes all five as part of every retainer package.
About the author
Natalie Matthews FCMI
Founder & Principal Consultant
19 years senior leadership at the John Lewis Partnership. CMI Chartered Fellow. First Class BA Psychology. Now helping independent and growing businesses across Surrey.
Apex Template Library
All five documents — and 10 more — are included in every Apex retainer package. Pre-written, legally grounded and ready to use.
People Management · April 2026
Why your best people leave — and what you can actually do about it
Staff turnover costs more than most small business owners realise — not just in recruitment, but in lost knowledge, disrupted customer relationships and the time spent training a replacement. Here's what the research says and what actually works.
The most common thing I hear from business owners when a valued employee leaves is: "I had no idea they were thinking about it." That's almost always the problem — not the leaving, but the not knowing.
The reasons people leave are well documented. Pay is rarely the primary driver — it's more often a combination of feeling undervalued, lacking development opportunities, poor relationships with their line manager, or simply not knowing where they stand. These are all things that a well-run people management process addresses before they become a resignation.
What actually reduces turnover:
Regular one-to-one conversations — not just annual appraisals, but consistent monthly check-ins where people feel heard. In my experience managing 250+ people across 11 branches, the businesses with the strongest retention were the ones where managers genuinely knew what was going on with their teams.
Clear expectations and feedback — people need to know what good looks like in their role and how they're performing against it. Vague praise and sporadic criticism create anxiety and disengagement.
A visible development path — people stay when they can see a future. Even in a small business, that might just mean a clear conversation about what the next 12 months could look like for them.
None of this requires a large HR budget. It requires consistency, care and a simple structure to make it happen. That's exactly what Apex helps businesses put in place.
The cost of turnover
Research by the CIPD estimates that the average cost of replacing an employee is £3,000–£5,000 for a frontline role — including recruitment, onboarding and lost productivity during the learning curve.
For a business turning over 4–5 people a year, that's a significant drain that most owners never calculate.
Quick win
Start with one thing: book a 30-minute one-to-one with each of your direct reports this week. Ask them what's going well and what they'd change. You'll be surprised what you learn.
Operations · Coming June 2026
How to deliver consistent customer service across multiple sites — even when you're not there
Growing from one location to two — or two to five — is one of the most demanding operational challenges there is. The service that made your first site great doesn't automatically travel. Here's how to make it.
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