About The Role
At Wren, our Customer Operations Manager / Customer Service 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.
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. Manage departmental SLAs to drive high levels of customer satisfaction.
2. Coach and develop your team, creating training and development plans that build knowledge, confidence, and accountability
3. Champion service excellence by removing barriers, improving processes, and building strong cross-functional relationships
4. Monitor and improve performance, using data and insights to drive continuous improvements across quality, productivity, and customer outcomes.
5. Support and challenge your leaders to hit targets, lead with confidence, and get the best from their teams
6. Run regular performance reviews, set clear goals, and provide structured feedback and tailored training plans
7. Maintain standards by ensuring adherence to all internal processes, policies, and legal requirements including DPA and Health & Safety
8. Collaborate with peers and senior leaders to identify and implement improvements across the department
What Wren Offers:
9. Life insurance after 2 years’ service
10. Access to Benenden health and discount platform after 1 years of continuous service
11. Personalised progression plan with clear career opportunities
12. Individual training budget for personal development
13. EE discount
14. Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
15. Eye Care Vouchers
16. Refer a Friend Scheme
17. Free onsite gym
About You
18. Experience managing managers in a high-volume, fast-paced customer service or operational setting
19. A people-first leader who can develop talent and hold others accountable
20. Strong analytical and organisational skills – you understand what drives performance and how to improve it
21. Confident working with CRM systems (Salesforce experience is a bonus) and able to interpret data to inform decisions
22. Excellent computer literacy – comfortable navigating multiple systems, reporting tools, and communication platforms
23. Calm, clear communicator who builds trust and delivers with impact
24. 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.