Senior Customer Care Manager

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Senior Customer Care Manager
At Hammonds, we've been helping people transform their homes for over 90 years. Creating space, calm, and clarity in order to live better. As a proud family business with over 20 showrooms nationwide, we design, manufacture, and install beautifully crafted furniture from our workshop in Leicestershire. Clever storage is at the heart of what we do, with solutions tailored to real lives, whether it's working from home, growing a family, reclaiming space, or simply creating a more organised home. Our culture is built on three core values: Be Real, Be Committed, and Be Creative. They guide how we work, how we grow, and how we support our customers and each other every day. As the Senior Customer Care Manager, you will lead the day-to-day operations of our Customer Care Centre, with responsibility for the 1st Line Care, Installation Care, and Resource teams, managed through three direct Team Manager reports. Focused on delivering a high standard of service to our customers, you will drive team performance, improve efficiency, and embed a collaborative, high-performing culture.
The role:

• Lead and manage the daily operation of the Customer Care Centre, through 1st Line and Divisional Installation Care Team Members.
• Oversee workforce planning, forecasting, and scheduling to ensure resource efficiency, productivity, and utilisation.
• Drive efficiency across the Care Centre, ensuring the team is structured to deliver excellent service at the right cost.
• Take accountability for team performance against agreed KPIs (abandonment, SLA, AHT, case closure, quality, CSAT).
• Act as escalation point for complex customer issues, supporting managers in complaint handling and resolution.
• Tackle absence issues within the Care Centre by embedding strong attendance management and employee engagement practices.
• Promote a culture of teamwork, reliability, and collaboration, ensuring all colleagues support one another.
• Support the Head of Customer Experience in encouraging multi-skilling across the Care Centre.
• Present customer performance, sentiment, and insight to senior stakeholders, turning data into clear actions for improvement.
• Influence continuous improvement by identifying operational pain points and collaborating with colleagues across Field Ops, Transport, Manufacturing, and other business areas.
• Support and develop Team Managers through coaching, PDPs, and regular reviews.
• Working hours are Monday-Friday, 9am-5pm, 37.5 hours per week.

Lead and manage the daily operation of the Customer Care Centre, through 1st Line and Divisional Installation Care Team Members.
You will bring:

• Proven experience managing large contact centre operations at a senior level.
• Strong skills in workforce planning, forecasting, and KPI management (SLA, AHT, CSAT, and productivity)
• Expertise in driving attendance, reliability, and accountability.
• Excellent communication and stakeholder management, with confidence presenting to senior audiences.
• A solid understanding of customer service processes, including complaint and escalation management.
• A data-driven approach, able to turn insights into clear improvement actions.
• A dependable, supportive leadership style that fosters teamwork and collaboration.
• A commitment to delivering exceptional customer experiences and living our values: Be Real, Be Creative, Be Committed.

Proven experience managing large contact centre operations at a senior level.
As a family business we will provide:

• Competitive salary - Up to £55,000 per annum
• Car Allowance
• 33 days of annual leave (including bank holidays)
• Additional annual leave purchase scheme.
• Contributory pension scheme.
• Life Assurance
• Access to discounts through Perkbox.
• Generous staff discount scheme.
• A supportive and creative team environment where your contributions make an impact.

Competitive salary - Up to £55,000 per annum33 days of annual leave (including bank holidays)Additional annual leave purchase scheme. Contributory pension scheme. Access to discounts through Perkbox.Generous staff discount scheme. A supportive and creative team environment where your contributions make an impact. Come and join us today, if you're a committed leader focused on driving high-performance teams and exceptional customer experience, we'll provide the support and environment to help you excel. #You'reBetterOffAtHammonds

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