About The Role
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.