UK Customer Care Manager

TE Connectivity Ltd.; Cheltenham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

TE Connectivity Ltd. is seeking an experienced UK Customer Care Manager to lead two UK-based customer care teams, driving exceptional service and continuous improvement in a fast-paced, global environment.

You will partner with senior leaders and cross-functional colleagues to shape customer experience strategy, support leadership development, and ensure operational excellence across sites, with hybrid work and UK-site travel.

Qualifications

• Significant leadership experience in customer care or customer experience roles.
• Proven ability to lead and develop high-performing teams.
• Strong SAP knowledge and ERP/MRP system experience.
• Excellent stakeholder management and cross-functional collaboration.

Responsibilities

• Lead UK Customer Care teams across two sales offices, driving exceptional service.
• Coach Supervisors and Senior Team Members to develop future leaders.
• Develop succession plans and maintain a high-performing culture.
• Monitor KPI data to drive operational improvements and capacity planning.
• Collaborate with Sales, Supply Chain, Quality, Finance and HR on initiatives.
• Oversee SAP governance, pricing approvals and process controls.
• Support audits and ensure compliant documentation across the function.
• Travel between UK sites and occasional customer visits as required.

Skills

Team leadership

Customer experience

Process improvement

Stakeholder management

Coaching & development

Data analysis

Communication

Problem solving

Tools

SAP

ERP/MRP systems

Microsoft 365

Job description

Are you an experienced customer service leader who thrives on developing high-performing teams, driving continuous improvement, and making a real impact across an organisation? We're looking for an inspiring UK Customer Care Manager to lead our UK Customer Care team, champion service excellence, and play a key role in shaping the future of customer experience within a fast-paced, global environment. This is more than an operational leadership role. It's an opportunity to influence strategy, drive meaningful change, support the development of future leaders, and strengthen customer relationships. You'll work closely with senior leadership, commercial teams, and key stakeholders to deliver outstanding customer outcomes while creating an engaging and supportive working environment where people can thrive. If you're passionate about people leadership, customer advocacy, operational excellence, and continuous improvement, we'd love to hear from you. Your new role: As the UK Customer Care Manager, you will lead and develop our UK Customer Care teams across two sales offices, ensuring the delivery of exceptional customer experiences while driving operational excellence. Reporting to the Senior Customer Care Manager EMEA, you will act as a trusted leader, coach, and advocate for your teams, creating an environment where people can perform at their best, develop their careers, and contribute to business success. You will collaborate closely with cross-functional stakeholders across Sales, Supply Chain, Quality, Finance, HR, Legal, and Operations, helping to solve customer challenges, improve processes, and implement strategic initiatives. This role is ideally suited to a customer-focused leader who combines strong commercial awareness with a people-first leadership style and a passion for continuous improvement.

• Lead, motivate and support the UK Customer Care team
• Coach and develop Supervisors and Senior Team Members
• Build succession plans and develop future leaders
• Create a positive, inclusive and high-performing team culture
• Conduct regular performance, development and career discussions
• Promote employee wellbeing, engagement and safety
• Lead with integrity, accountability and professionalism
• Act as the escalation point for complex customer issues
• Work closely with Account Managers and key stakeholders to deliver excellent customer service
• Monitor workloads and resource allocation to maximise team performance
• Support onboarding, training and development of new team members
• Ensure compliance with Customer Care policies and procedures
• Identify and implement process improvement opportunities
• Analyse KPI and productivity data to drive operational improvements
• Champion continuous improvement and operational excellence
• Ensure compliance with company policies, governance and ethical standards
• Build effective relationships with Finance, HR, quality, Legal and other business functions
• Support internal and customer audits and maintain compliant documentation
• Manage SAP governance, pricing approvals and process controls
• Support workforce planning to ensure effective team coverage
  Significant experience in Customer Service, Customer Care or Customer Experience roles, ideally within a manufacturing environment
• Proven ability to lead, develop and motivate high-performing teams
• Experience managing supervisors, team leaders or people managers
• Strong background within complex, customer-focused organisations
• Demonstrated success driving process improvements and leading change initiatives
• Experience managing customer escalations and building strong stakeholder relationships
• Strong SAP knowledge, with Key User experience desirable
• Experience using ERP/MRP systems
• Proficient in Microsoft 365 applications including Excel, PowerPoint, Word, Outlook and Teams
• Strong analytical and reporting skills with the ability to turn data into actionable insights
• Inspirational people leader with a coaching and development-focused approach
• Excellent communication, influencing and stakeholder management skills
• High emotional intelligence and the ability to adapt leadership style to different situations
• Customer-focused with strong problem-solving and decision-making abilities
• Collaborative approach with the ability to build effective working relationships
• Highly organised, detail-oriented and accountable
• Resilient, adaptable and comfortable leading change
• Able to work in a hybrid environment with regular travel between UK sites and occasional customer visits as required