Customer Care Lead: Scale a New Manchester Hub

Prima; Manchester; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Prima in Manchester is expanding its Customer Care hub. As Customer Care Lead you will combine day-to-day people leadership with hands-on operational management to ensure the team delivers high-quality service.

You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high-trust culture as the business scales to meet growing UK demand.

Qualifications

• Experience leading customer care teams.
• Ability to drive service quality and KPIs.
• Comfort coaching through escalations and complex issues.

Responsibilities

• Lead the Manchester hub with day-to-day people management and hands-on operations.
• Drive quality standards and performance metrics across the team.
• Coach and develop team members through escalations to deliver first-class service.

Skills

People leadership

Operational management

Quality standards

Escalation handling

Job description

Prima in Manchester is expanding its Customer Care hub. As Customer Care Lead you will combine day-to-day people leadership with hands-on operational management to ensure the team delivers high-quality service.

You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high-trust culture as the business scales to meet growing UK demand.