Join Our Team as a Customer Care Manager!
Location: Wimbledon Office
Contract Type: Full-Time, Permanent
Are you ready to take the lead in delivering exceptional customer care? As our Customer Care Manager, you will play a pivotal role in shaping the UK & Ireland Customer Care and Project Delivery teams. Your mission? To ensure seamless execution of customer care activities, logistics coordination, backlog management, dispute resolution, and timely delivery of Carrier HVAC products and third-party equipment.
This is not just a job; it’s a chance to make a significant impact on the commercial performance of our UK Applied business. You will own the order-to-delivery lifecycle, support effective cash collection, provide accurate sales forecasts, and act as a vital link between Sales, Finance, Logistics, and our Customer Care leadership in Europe.
What Will You Be Doing?
* Lead, coach, and develop the Customer Care and Project Delivery teams.
* Ensure accurate and timely handling of all customer orders and inquiries.
* Oversee the project delivery team for seamless execution from order intake to final delivery.
* Collaborate with logistics teams and local logistics partners.
* Work closely with the Accounts Receivable team, Finance, Sales Managers, and the UK Applied Commercial Director to resolve invoice disputes.
* Maintain the accuracy of the UK Applied sales backlog.
* Review and enhance customer care, delivery, and dispute management processes for improved efficiency and customer experience.
To Be Successful in This Role, You Will Have:
* Proven experience in customer care, order-to-cash, operations, or project delivery leadership within a technical or manufacturing environment (HVAC, building services, engineering, or similar preferred).
* Demonstrated experience in leading and developing multi-disciplinary teams.
* A strong understanding of order-to-delivery and order-to-cash processes, including backlog management and cash conversion.
* Proven ability to manage On-Time Delivery (OTD) performance and mitigate operational risks.
* Excellent communication skills, with the confidence to handle escalations and complex customer situations.
* Strong organizational, prioritization, and decision-making skills to manage multiple demands in a fast-paced environment.
What Can We Offer You?
* Competitive base salary
* Generous bonus scheme (paid quarterly)
* 25 Days Holiday + Bank Holidays
* Holiday Purchase Scheme
* Company Pension Scheme
* Career Progression – We love to nurture talent from within and will work with you to achieve your long-term career aspirations.
More About Us:
Carrier is the world’s leader in high-technology heating, air-conditioning, and refrigeration solutions. With over 100 years of proven innovation, we solve problems on a global scale and drive new industries. Our mission is to be the first choice for heating, air-conditioning, and refrigeration solutions worldwide. We strive to make the world a better place to live, work, and play, and we are consistently ranked among the world’s most respected companies. We are also pioneers of social responsibility, committed to caring for the environment and our people.
Carrier is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other federally protected class.
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