Customer Care Manager Glasgow / Edinburgh

We are seeking an experienced and dedicated Customer Care Manager to lead our customer service operations within the kitchen or new build sector. You will be responsible for managing a team and ensuring a first-class experience for all clients, from installation through to aftercare. The ideal candidate will be proactive, solutions-focused, and able to drive high standards of service across all touchpoints.

Key Responsibilities:

• Manage the end-to-end customer care process from post-sale through to resolution of any issues.

• Lead and motivate a team of customer service co-ordinators and field-based operatives.

• Liaise with internal departments (design, installation, and aftersales) to ensure timely resolution of customer concerns.

• Track, report, and analyse customer service metrics to identify areas for improvement.

• Maintain strong relationships with developers, contractors, and end users to support a positive brand reputation.

• Ensure all customer complaints are handled professionally and in accordance with company policies.

• Manage escalated cases and complex customer issues with empathy and efficiency.

Requirements:

• Proven experience in a customer service management role, ideally within the kitchen, home improvement, or new build sector.

• Strong communication and interpersonal skills.

• Excellent problem-solving and organisational abilities.

• Ability to work under pressure and manage multiple priorities.

• Proficient in CRM systems and Microsoft Office.

• A strong customer-first mindset with an eye for detail and quality.

Benefits

• Up to £36,000

• Quarterly bonus

• Company Car provided

• Remote working- travel to site across Scottish central belt