Our Customer Operations Manager - Warranty Department is the driving force behind delivering excellent service and seamless warranty claim handling. You’ll lead a team focused on resolving customer issues with speed, accuracy, and fairness, ensuring our service levels are consistently met and exceeded. With a clear focus on coaching, accountability, and continuous improvement, you’ll empower your team to deliver a smooth and customer-first experience while also identifying ways to refine our processes and operations. We’re looking for a commercially minded, inspiring leader who thrives on developing people, driving performance, and embedding a culture of excellence. If you’re passionate about service delivery, operational improvements, and building strong, capable teams ,we’d love to hear from you! What You’ll Be Doing: Manage departmental SLAs to ensure claims are handled within agreed timescales, driving high levels of customer satisfaction. Coach and develop your team, creating training and development plans that build knowledge, confidence, and accountability. Monitor and improve performance, using data and insights to drive continuous improvements across quality, productivity, and customer outcomes. Champion service excellence by identifying barriers, streamlining processes, and ensuring fairness in warranty resolutions. Conduct performance reviews and provide structured feedback, ensuring clear goals and objectives are in place. Support and challenge your team, encouraging ownership of escalations, feedback, and day-to-day decision making. Maintain compliance and standards across all warranty processes, ensuring adherence to company policies and legal requirements. Collaborate with peers and senior leaders to influence wider business improvements and ensure the customer’s voice is represented in key decisions. What Wren Offers: Life insurance after 2 years’ service Access to Benenden health and discount platform after 1 years of continuous service Personalised progression plan with clear career opportunities Individual training budget for personal development EE discount Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service Eye Care Vouchers Refer a Friend Scheme Free onsite gym About You Experience managing teams in a high-volume, customer service, or warranty environment. A people-first leader who can develop talent, hold teams accountable, and inspire confidence. Strong analytical and organisational skills – you know how to measure performance and identify what drives improvements. Confident working with CRM and case management systems, with the ability to interpret data to inform actions. Excellent computer literacy, comfortable working across multiple systems, reporting tools, and communication platforms. A calm, clear communicator who builds trust and resolves issues with impact. Committed to continuous improvement and delivering outstanding service through your team. About The Company Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with £1billion turnover, more than 100 UK showrooms and an exciting expansion into the USA. We don’t just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality! If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you’ll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.