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A brand-new opportunity has opened up for an experienced Retail Service Centre Manager to join a growing national organisation at a pivotal moment in its journey.
With the upcoming launch of several new in-house brands, this newly created role will be key in building and leading the company’s centralised service function — supporting a large network of retail partners and ensuring a smooth, professional customer experience from end to end.
This role would suit someone from a technical repair/service centre background with hands-on experience in managing repairs, parts distribution, customer queries, and aftercare support — and the leadership skills to help build and grow a function from scratch.
What You’ll Be Doing
* Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK
* Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience
* Manage service requests and escalations with a practical, customer-first mindset
* Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met
* Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency
* Set up and implement best practices, service procedures, and reporting tools
* Track service data, identify trends, and provide actionable insights to senior leadership
* Support the development of a national service proposition
* Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff
* Contribute to circular economy initiatives by exploring graded stock and rework solutions
* Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews
What We’re Looking For
* Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments
* A hands-on leader who enjoys rolling up their sleeves and solving problems
* Excellent organisational, communication, and stakeholder management skills
* Strong understanding of service SLAs, repair logistics, and returns handling
* Experience using customer service or ticketing systems
* Ability to build strong internal and external relationships
* Forward-thinking and proactive – someone who enjoys creating structure where there is none
Why Apply?
* Be the driving force behind a brand-new function in a growing and stable organisation
* Have a real impact on how service is shaped and delivered nationwide
* Work in a supportive environment with low staff turnover and collaborative culture
* Long-term career growth, with the opportunity to build and lead your own team
? Ready to make your mark? Apply now or reach out for a confidential chat to learn more, please contact Louise for an initial chat.
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