The Customer Care Team Manager will lead and support a team of Customer Service Advisors, driving exceptional service standards while meeting both individual and departmental targets. Experience in managing a high-performing team within a contact centre environment is highly advantageous. The role requires a genuine passion for customer service and a commitment to fostering a culture of continuous improvement. Main Responsibilities: Manage internal and external customer queries and escalations across multiple communication channels. Lead and inspire a team of Advisors to consistently deliver outstanding service and meet agreed SLAs. Lead by example, upholding the highest standards of customer service at all times. Motivate the team to achieve weekly targets and organise team-building activities. Build strong relationships with customers, ensuring every Wren customer enjoys an exceptional service experience. Provide effective, solutions-focused problem solving, following up with customers and departments with a proactive, “can-do” attitude. Ensure team compliance with all Wren policies, procedures, and Data Protection legislation. Monitor calls to improve quality, minimise errors, and track individual performance. Record and analyse team statistics and performance data, preparing management reports when required. Actively address departmental challenges such as attendance, morale, system issues, and process improvements. Conduct regular performance reviews, set clear objectives, and recommend training and development opportunities. Identify and address processes that cause poor customer experiences, promoting a culture of continuous improvement. Plan and deliver engaging recruitment initiatives, continually seeking out new talent opportunities. About You Desired Skills & Knowledge: GCSE level C or above in English and Maths Strong communication skills - both written and verbal Good IT skills Customer Service experience People Management skills including team building, motivation and interviewing Ability to work independently and within a team environment About The Company Wren Kitchens are not only passionate about kitchens, but we are also passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work! This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!