Customer Care Manager

Customer Care Manager –£32,000– Clacton-On-Sea

The Role

Do you have a proven track record of leading high-performing customer care teams? Are you skilled at turning customer feedback into meaningful improvements? If so, we have an exciting opportunity for you.

As our Customer Care Manager, you will lead a dedicated team responsible for delivering exceptional support to our customers. You will oversee daily operations, coach and develop your team and ensure a seamless, consistent experience across all touchpoints. Reporting to senior leadership, you will also play a key role in shaping our customer service strategy and identifying opportunities to improve how we work.

Ready to lead a team that puts the customer first and thrives on improvement? Apply now and let’s build something great together.

Key Responsibilities:

Team Management

• Lead and support the Customer Care team to deliver a responsive and high-quality service
• Handle escalated queries and complaints efficiently
• Manage team rotas, holiday schedules, and workload distribution
• Monitor service levels and ensure targets are consistently met

Leadership and Training

• Hold regular one-to-one meetings and performance reviews
• Identify training needs and organise relevant development sessions
• Support onboarding of new team members and maintain training resources

Process Improvement & Insights

• Review customer care processes and suggest ways to improve efficiency
• Prepare and share weekly and monthly reports on key metrics
• Use data to highlight trends and areas for improvement

Stakeholder Communication

• Act as the main link between Customer Care and other departments
• Share team updates at weekly Operations meetings
• Maintain open, clear communication with internal stakeholders

Quality Control

• Carry out regular ticket spot checks to ensure quality and tone
• Share feedback with team members and support their development
• Keep records of checks for internal audits

Customer Experience & Tools

• Ensure consistent, policy-compliant support with a customer-first approach
• Oversee use of platforms like Claim Lane, CRM, and knowledge bases
• Recommend updates to tools and systems to improve service delivery

The Company

At Cult Furniture, we're not just another furniture retailer; we're a movement towards design equality. As risk takers we believe in breaking barriers and celebrating diversity, creating spaces where everyone feels welcome to express their unique style. We are the champion for all, where design and affordability goes hand in hand, we're here to empower our vibrant community to create their dream homes – because Cult is for everyone.

The Person

• Has experience leading customer service teams in a fast-paced environment.
• Communicates clearly and confidently.
• Enjoys problem-solving and improving processes.
• Understands the importance of team development and coaching.
• Is organised, proactive and calm under pressure.