Customer Care Manager

JR United Kingdom; Huddersfield; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Manager to lead their service centre team in Huddersfield. This role offers a fantastic opportunity for a visionary leader to shape the customer experience and drive excellence in service delivery. With a focus on strategic leadership, operational excellence, and team development, you will manage a diverse team and ensure seamless customer interactions. Join a passionate team in a fast-paced, high-growth environment where your contributions will significantly impact the business and its customers. If you're ready to grow and make a difference, this is the perfect opportunity for you.

Qualifications

• 3+ years in senior leadership roles in B2C customer care.
• Experience with e-commerce and managing large teams.

Responsibilities

• Lead and inspire the Customer Care department.
• Drive strategic initiatives to improve customer satisfaction.

Skills

Leadership

Customer Service Excellence

Data Analysis

Process Optimization

Communication

Education

Bachelor's Degree

Management Training

Tools

CRM Platforms

Data Analysis Tools

Job description

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We have a fantastic opportunity for a Customer Care Manager to lead our service centre team at our Huddersfield offices. If you’re an experienced, strong people leader with the energy and capability to drive customer care excellence, then this could be the role for you. Join a great team with ambition for the business and each other. This fast-paced, high-growth environment offers rapid experience, a chance to shape the customer care function, and lead a passionate team. If this excites you and you want to grow with us, please get in touch!

No agencies at this stage, please.

Position Overview:

As an experienced Customer Care Manager, you will play a strategic leadership role in shaping the customer experience, developing and managing a high-performing team of Customer Care Agents, Team Leaders, and the Customer Experience Supervisor. This role requires a visionary leader with a proven track record of driving customer service excellence, optimizing processes, and aligning customer care strategy with broader business goals. You will report directly to the Commercial Director, managing a team of 20+ and working cross-functionally to ensure a seamless customer experience and operational efficiency.

Key Responsibilities:

Strategic Leadership & Vision:

• Lead and inspire the Customer Care department by setting a clear, customer-centric vision aligned with company objectives. Drive strategic initiatives that improve customer satisfaction, reduce contacts, and increase lifetime value.
• Establish a customer-centric ethos across the business, ensuring empathy, professionalism, and consistency in service delivery.
• Champion customer satisfaction as a core value, promoting proactive, solutions-oriented approaches.
• Create and execute strategies for team growth, including development, succession planning, and technology integration.
• Develop robust dashboard reporting, including sharing extracts with the Exec Team as needed.

Operational Excellence:

• Oversee efficient Customer Care operations, ensuring performance metrics, KPIs, and SLAs are met or exceeded.
• Continuously evaluate and refine processes for scalability and adaptability.

Team Leadership and Development:

• Inspire and guide a diverse team to provide excellent service and meet performance goals.
• Foster a culture of accountability, development, and continuous learning. Ensure team members are well-equipped and engaged.
• Develop leadership talent within the team with career progression plans.

HR & Administrative Responsibilities:

• Oversee HR tasks such as Health & Safety compliance, rota management, appraisals, and absences.

Recruitment, Training, and Retention:

• Lead recruitment and onboarding, ensuring capacity aligns with business needs.
• Develop training strategies to achieve excellence in communication, product knowledge, and problem-solving.
• Motivate and manage the team to maintain positivity and professionalism.
• Maintain updated training materials reflecting current standards and KPIs.

Customer Experience Strategy:

• Mentor the Customer Experience Supervisor to implement strategies that improve customer experience.
• Transform customer feedback into actionable insights.
• Focus on reducing contacts related to orders, refunds, and improving ratings.
• Partner with other departments to ensure cohesive customer-facing processes.
• Lead data-driven initiatives to enhance customer loyalty and business profitability.
• Present insights and performance reports to the executive team.

Process Improvement & Innovation:

• Drive continuous improvement of consumer experience and operational efficiency.
• Champion innovation, including AI and automation tools.
• Lead process optimization initiatives and maintain a Customer Care Manual.
• Define escalation frameworks and manage complex customer issues.
• Address and resolve team conflicts professionally.

External Partner Management:

• Maintain relationships with external partners, negotiate SLAs, and ensure service standards.

Financial Oversight & Budget Management:

• Manage the team’s budget and develop financial strategies to improve efficiency.

Person Specification:

Experience:

• Minimum three years of senior leadership in B2C customer care, preferably in e-commerce or high-growth environments handling over 200k contacts annually.
• Proven success managing large, diverse teams and driving cross-functional collaboration.
• Deep understanding of customer service technologies, CRM platforms, and data analysis tools.
• Experience in resource and budget management.
• Exceptional leadership, strategic thinking, and communication skills.
• Strong data analysis skills for decision-making and strategy.

Working Hours

• 40-hour week, Monday to Friday, with flexibility for operational needs.