UK Customer Care Manager

Overview

As UK Customer Care Manager, lead and develop the UK Customer Care teams across two sales offices to deliver outstanding customer experiences while driving operational excellence. You will partner with senior leadership and cross-functional stakeholders to solve complex challenges and implement strategic initiatives. This role blends people leadership with business impact in a fast-paced, global environment, offering scope to influence customer experience strategy and nurture future leaders. You will champion continuous improvement, integrity, and high performance as you build a collaborative, inclusive team culture.

Responsibilities

• 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 escalation point for complex customer issues
• Collaborate with Account Managers and stakeholders to deliver excellent service
• Monitor workloads and resource allocation to maximize 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 relationships with Finance, HR, Quality, Legal and other 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

Key requirements

• Significant experience in Customer Service, Customer Care or Customer Experience roles
• 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

• Empathy and emotional intelligence
• Coaching and development mindset
• Stakeholder management
• SAP governance
• ERP/MRP systems
• Microsoft 365 (Excel, PowerPoint, Word, Outlook, Teams)

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