Customer Care Manager

Tate Recruitment; Manchester; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Tate Recruitment is partnering with an ambitious, technology-led business launching a brand-new Manchester hub to build a high-performing customer operations function.

The role leads Team Leads across customer care, validation and quality, driving excellence and collaboration between Manchester and London to deliver seamless customer outcomes.

Qualifications

• Proven experience leading customer care, operations or service delivery teams in a fast-paced environment.

Responsibilities

• Lead day-to-day operation across customer care, validation, quality and customer feedback functions.
• Coach, mentor and develop Team Leads to create a high-performance culture.
• Support the growth of a brand-new Manchester operation as it scales in coming years.
• Drive performance across productivity, quality, compliance and customer experience measures.
• Work closely with senior stakeholders to continuously improve processes and outcomes.
• Use data and insight to identify trends, solve challenges and improve efficiency.
• Act as a cultural ambassador ensuring Manchester and London operate with shared goals.

Skills

People leadership

Customer care

Operations management

Job description

Manchester | Hybrid | Up to £50,000 + Bonus

4 days a week onsite

One Saturday a month (time and a half) Bank Holidays (double time)

• Some opportunities ask you to lead a team.
• This one asks you to build one.

We're partnering with an ambitious, technology-led business that's investing significantly in the growth of its UK customer operations function. As part of an exciting expansion, they're launching a brand-new Manchester hub and are looking for an exceptional Customer Care Manager to play a pivotal role in shaping its future.

This is far more than a traditional customer service management position.

You'll be responsible for creating a high-performing operation from the ground up, leading Team Leads across customer care, validation and quality functions, driving operational excellence, and ensuring Manchester and London operate seamlessly as one team.

For someone who enjoys building, influencing and making a genuine impact, this is a rare opportunity to leave your mark on a growing business at a key stage of its journey.

What you'll be doing

• Leading the day-to-day operation across customer care, validation, quality and customer feedback functions
• Coaching, mentoring and developing Team Leads to create a high-performance culture
• Supporting the growth of a brand-new Manchester operation as it scales over the coming years
• Driving operational performance across productivity, quality, compliance and customer experience measures
• Working closely with senior stakeholders to continuously improve processes and customer outcomes
• Using data and insight to identify trends, solve challenges and improve operational efficiency
• Acting as a key cultural ambassador, ensuring Manchester and London operate collaboratively with shared goals and standards
• Supporting recruitment, onboarding and development as the team continues to grow

About you

You’ll bring proven experience leading customer care, operations or service delivery teams within a fast-paced environment.

We'd particularly like to hear from individuals with backgrounds in:

• Motor insurance
• Insurance
• Fintech
• Regulated customer operation

You may currently be a:

• Customer Care Manager
• Operations Manager
• Customer Operations Manager
• Service Delivery Manager
• Senior Team Manager

Most importantly, you'll be a people-first leader who enjoys building teams, driving engagement and creating an environment where individuals can perform at their best.

Why this opportunity stands out

• Rare opportunity to help launch a new Manchester operation
• Genuine ability to influence how a team is built and developed
• High visibility role with senior leadership exposure
• Strong long-term career progression as the function grows
• Collaborative, people-focused culture
• Hybrid working with significant investment in Manchester