Retail Service Centre Manager

A brand-new opportunity has opened up for an experienced Retail Service Centre Manager to join a growing national organisation at a pivotal moment in its journey.

With the upcoming launch of several new in-house brands, this newly created role will be key in building and leading the company\’s centralised service function — supporting a large network of retail partners and ensuring a smooth, professional customer experience from end to end.

This role would suit someone from a technical repair/service centre background with hands-on experience in managing repairs, parts distribution, customer queries, and aftercare support — and the leadership skills to help build and grow a function from scratch.

What You\’ll Be Doing

1. Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK
2. Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience
3. Manage service requests and escalations with a practical, customer-first mindset
4. Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met
5. Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency
6. Set up and implement best practices, service procedures, and reporting tools
7. Track service data, identify trends, and provide actionable insights to senior leadership
8. Support the development of a national service proposition
9. Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff
10. Contribute to circular economy initiatives by exploring graded stock and rework solutions
11. Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews

What We\’re Looking For

1. Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments
2. A hands-on leader who enjoys rolling up their sleeves and solving problems
3. Excellent organisational, communication, and stakeholder management skills
4. Strong understanding of service SLAs, repair logistics, and returns handling
5. Experience using customer service or ticketing systems
6. Ability to build strong internal and external relationships
7. Forward-thinking and proactive – someone who enjoys creating structure where there is none

Why Apply?

1. Be the driving force behind a brand-new function in a growing and stable organisation
2. Have a real impact on how service is shaped and delivered nationwide
3. Work in a supportive environment with low staff turnover and collaborative culture
4. Long-term career growth, with the opportunity to build and lead your own team

Ready to make your mark? Apply now or reach out for a confidential chat to learn more, please contact Louise for an initial chat.

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