Retail Service Centre Manager

ReQuire Consultancy; Sheffield; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking a Retail Service Centre Manager to lead a new centralized service function. This role is pivotal in ensuring a seamless customer experience across a network of retail partners. The ideal candidate will have a strong background in service centre management, particularly in consumer electronics, and possess the leadership skills to build a new function from the ground up. You will be instrumental in shaping service delivery nationwide, working in a supportive environment that values collaboration and long-term career growth. If you're ready to take on a challenge and make a significant impact, this opportunity is for you.

Benefits

Benefits package

Career growth opportunities

Supportive work environment

Qualifications

• Proven experience in retail service centre or operations management.
• Hands-on leader with excellent problem-solving and organizational skills.

Responsibilities

• Act as the main point of contact for service-related queries and repairs.
• Oversee logistics and coordination of repairs, ensuring SLAs are met.
• Build a roadmap for future team growth, including recruitment.

Skills

Retail service centre management

Operations management

Customer service skills

Logistics coordination

Stakeholder management

Problem-solving

Organizational skills

Tools

Customer service systems

Ticketing systems

Job description

Full-Time | Permanent | On-Site with Future Flexibility
£45,000 – £60,000 + Benefits

A brand-new opportunity has opened up for an experienced Retail Service Centre Manager to join a growing national organisation at a pivotal moment in its journey.

With the upcoming launch of several new in-house brands, this newly created role will be key in building and leading the company’s centralised service function— supporting a large network of retail partners and ensuring a smooth, professional customer experience from end to end.

This role would suit someone from a technical repair/service centre backgroundwith hands-on experience in managing repairs, parts distribution, customer queries, and aftercare support — and the leadership skills to help build and grow a function from scratch.

What You’ll Be Doing

• Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK

• Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience

• Manage service requests and escalations with a practical, customer-first mindset

• Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met

• Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency

• Set up and implement best practices, service procedures, and reporting tools

• Track service data, identify trends, and provide actionable insights to senior leadership

• Support the development of a national service proposition

• Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff

• Contribute to circular economy initiatives by exploring graded stock and rework solutions

• Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews

What We’re Looking For

• Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments

• A hands-on leader who enjoys rolling up their sleeves and solving problems

• Excellent organisational, communication, and stakeholder management skills

• Strong understanding of service SLAs, repair logistics, and returns handling

• Experience using customer service or ticketing systems

• Ability to build strong internal and external relationships

• Forward-thinking and proactive – someone who enjoys creating structure where there is none

Why Apply?

• Be the driving force behind a brand-new function in a growing and stable organisation

• Have a real impact on how service is shaped and delivered nationwide

• Work in a supportive environment with low staff turnover and collaborative culture

• Long-term career growth, with the opportunity to build and lead your own team

Ready to make your mark? Apply now or reach out for a confidential chat to learn more, please contact Louise for an initial chat.