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- Tasks: Lead and develop a high-performing Customer Care team to enhance customer experience.
- Company: Join a dynamic company that values respect, accountability, and teamwork.
- Benefits: Enjoy a competitive salary, generous holidays, and a supportive work environment.
- Why this job: Make a real impact on customer journeys and drive meaningful change.
- Qualifications: Experience in customer service leadership and a passion for service excellence.
- Other info: Collaborative culture with opportunities for personal growth and career development.
The predicted salary is between 36000 - 48000 £ per year.
Location: Carmarthenshire area (with UK travel as required)
Salary: Up to £40,000
Benefits: Company Pension, 24 days holidays plus BH, Free car parking, Employee savings platform and Employee Assistance Programme
Lead. Influence. Make a real impact on the customer experience.
This is an opportunity for an experienced Customer Care professional to step into a leadership role where your work genuinely shapes the customer journey. You will have the autonomy to lead, develop and improve a Customer Care function, with the support and influence to drive change across the wider business.
If you enjoy building high-performing teams, improving processes, and using insight to deliver exceptional service, this role offers both challenge and progression.
Why This Role Will Benefit You- Leadership with influence - You will lead and develop a Customer Care team, setting clear direction, standards and KPIs that really matter.
- Make improvements that stick - You will have scope to review, design and improve customer care processes, systems and reporting, leaving a lasting impact on how customers are supported.
- Cross-functional exposure - Work closely with Sales, Production and Logistics, giving you valuable visibility and experience across the wider operation.
- Customer-focused impact - Act as an escalation point for key accounts and complex issues, strengthening long-term relationships and customer loyalty.
- Data-led decision making - Use customer insight and performance data to identify trends, solve problems and improve service delivery.
- Career development - Be part of a culture that values ambition, continuous improvement and personal growth.
- Collaborative culture - Join an environment that encourages open ideas, accountability and teamwork.
- Leading, coaching and developing a high-performing Customer Care team
- Overseeing day-to-day customer service operations to ensure a consistently excellent customer experience
- Setting and managing performance goals and KPIs aligned with service, sales and operational efficiency
- Using data insights to identify customer trends and drive service improvements
- Collaborating cross-functionally to resolve service issues and improve processes
- Acting as an escalation point for key customers and complex service challenges
- Driving continuous improvement through better systems, automation and reporting
- Proven experience leading or managing a customer service or customer care function
- Strong people leadership skills with the ability to coach, motivate and develop others
- A customer-first mindset with a passion for service excellence
- Confidence using data and insights to improve performance and processes
- The ability to build strong working relationships across teams
- A proactive, improvement-focused approach with the confidence to challenge and innovate
You will thrive here if you value respect, accountability, openness and teamwork, and if you are proud of delivering high standards for both customers and colleagues.
This role offers the chance to step into a visible, influential position where your ideas, leadership and commitment to customer excellence will be recognised and valued.
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.
Customer Care Manager employer: JDR Group
Contact Detail:
JDR Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer care industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer care approach. Think about how your experience aligns with their values and be ready to share specific examples of how you've led teams or improved processes in the past.
✨Tip Number 3
Showcase your leadership skills during interviews. Talk about how you've motivated teams, set KPIs, and driven improvements. Remember, they want to see how you can make a real impact on their customer experience!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Care Manager role. Highlight your leadership experience and any data-driven decision-making you've done in previous roles.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer care and how you can make a real impact. Share specific examples of how you've improved processes or led teams in the past.
Showcase Your Data Skills: Since this role involves using data insights, mention any tools or methods you've used to analyse customer trends. We want to see how you’ve used data to drive improvements in service delivery.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at JDR Group
✨Know Your Customer Care Stuff
Make sure you brush up on your customer care knowledge. Understand the latest trends in customer service and be ready to discuss how you've used data insights to improve performance in your previous roles. This will show that you're not just experienced, but also current and proactive.
✨Show Off Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about specific situations where you coached or motivated others to achieve their goals. Highlight your ability to set clear KPIs and how you’ve driven improvements in customer care processes.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle complex customer issues or team challenges. Prepare by thinking through potential scenarios and how you would approach them, focusing on collaboration and data-driven decision-making.
✨Emphasise Your Collaborative Spirit
This role requires working closely with other departments, so be prepared to discuss how you've successfully collaborated in the past. Share examples of how you’ve built strong relationships across teams to resolve issues and improve service delivery.