About The Role
At Wren, our Customer Service Manager / Customer Operations Manager is the driving force behind high-performing Customer Installations teams and exceptional service delivery. They manage our leaders to be the best version of themselves.
With a clear focus on coaching, accountability, and continuous improvement, they ensure our teams consistently deliver an award-winning customer experience.
Due to continued growth, we’re looking for an inspiring and commercially minded leader to support and develop our Team Managers and their teams.
If you thrive on building others up, driving performance, and embedding a culture of excellence, we want to hear from you!
What You’ll Be Doing:
1. Coach and develop Team Managers to hit targets, lead with confidence, and get the best from their teams
2. Champion service excellence by removing barriers, improving processes, and building strong cross-functional relationships
3. Oversee team performance, using data to drive continuous improvement across service quality, productivity, and customer satisfaction
4. Support and challenge your leaders, ensuring they take ownership of escalations, feedback, and development within their own teams
5. Run regular performance reviews, set clear goals, and provide structured feedback and tailored training plans
6. Maintain standards by ensuring adherence to all internal processes, policies, and legal requirements including DPA and Health & Safety
7. Collaborate with peers and senior leaders to identify and implement improvements across the department
What Wren Offers:
8. Life insurance after 2 years’ service
9. Access to Benenden health and discount platform after 1 years of continuous service
10. Personalised progression plan with clear career opportunities
11. Individual training budget for personal development
12. EE discount
13. Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
14. Eye Care Vouchers
15. Refer a Friend Scheme
16. Free onsite gym
About You
17. Experience managing managers in a high-volume, fast-paced customer service or operational setting
18. A people-first leader who can develop talent and hold others accountable
19. Strong analytical and organisational skills – you understand what drives performance and how to improve it
20. Confident working with CRM systems (Salesforce experience is a bonus) and able to interpret data to inform decisions
21. Excellent computer literacy – comfortable navigating multiple systems, reporting tools, and communication platforms
22. Calm, clear communicator who builds trust and delivers with impact
23. Committed to continuous improvement and delivering service excellence through others
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.