Customer Service Manager in Leeds

This role will oversee and optimize returns management and spare parts operations within the service team, ensuring seamless service for customers, retailers, and internal stakeholders. The role will balance operational efficiency, compliance, cost control, and customer satisfaction while supporting the company’s ambitious growth plans.

Key Responsibilities

• Lead UK returns and spare parts operations for MDA, TVA, and SDA product categories.
• Act as primary liaison for the outsourced back-office resource, ensuring alignment with company standards.
• Support the spare parts team in forecasting, planning, and inventory management to meet consumer/customer demand in speed and quality of service.
• Supervise end-to-end returns processes, including collections, credits, claims, and sales reconciliation.
• Review process innovation to ensure in line with market and technologies.
• Ensure timely month-end reconciliations and submission of process authorization requests.
• Validate compliance with internal policies and external regulations.
• Audit and manage returns resale costs to achieve maximum value for money whilst ensuring pricing compliance to contracts/agreements.
• Manage spare parts stock holding, usage, costs, and pricing to maximize fulfilment, margin, and warehouse/logistics efficiency.
• Manage, process, and audit all returns and spare parts in line with month end.
• Serve as the main point of contact for internal teams and external partners.
• Collaborate with Sales/Service management to resolve escalated issues and improve processes.
• Develop and manage new customer opportunities to maximise revenue.
• Generate accurate reports on returns trends, parts availability, and operational performance.
• Manage ship-to account requests and maintain up-to-date records.

Key Requirements

• 5+ years’ experience in customer service (for returns management, spare parts, or a related field).
• Strong team management skills.
• Proven ability to manage outsourced partners/vendors effectively.
• Strong cost management and commercial awareness.
• Proficiency in process optimization and compliance frameworks.
• Excellent communication skills for stakeholder and customer management.
• Analytical mindset with experience in reporting and data-driven decision-making.
• Experience with SAP or similar ERP systems.
• Knowledge of consumer electronics/appliance sectors.
• Familiarity with UK regulatory requirements for returns and spare parts.

Benefits include, but are not limited to:

• Competitive salary
• Pension contributions
• Enhanced holiday
• Long service awards
• Salary sacrifice schemes
• Discounts on Hisense products
• Access to a shopping discount portal
• Restaurant and café discounts at our Leeds office

About Hisense

Founded in 1969, Hisense is a global leader in technology for your home. We are passionate about making life enhancing technology accessible to the world through our innovations in televisions, laundry, refrigeration, and other home appliances.

Hisense UK is part of Hisense Europe.

IMPORTANT NOTICE

We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, and all qualified applicants will be considered without regard to race, colour, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by law.

As a courtesy, we strive to acknowledge all applications. However, due to the high volume of applications, we regret that we may not be able to respond to every applicant; we can only guarantee that shortlisted candidates will be contacted.

By submitting your application, you acknowledge that we will process your personal data for recruitment purposes in accordance with UK data protection law. We may retain your details for up to 24 months for consideration for future opportunities, unless a longer retention period is required by law. Your personal data may also be shared with affiliated companies within the Hisense Europe Group to facilitate the recruitment process. You may withdraw your consent at any time by emailing us at huk.hr@hisense.com.