Contracts Customer Care Team Leader

About The Role

As a Contracts Customer Care Team Leader, you will lead and develop the Customer Care Team, ensuring high levels of service across the Contracts division. You’ll manage and support Customer Care Advisors, drive performance against service levels and work with key stakeholders to improve processes and support the division’s growth.

Key Responsibilities

• Lead, motivate and support the Customer Care Team to consistently meet critical SLAs, ensuring excellent service performance for our housebuilder and main contractor customers.
• Set clear, ambitious and achievable objectives, regularly monitoring performance and taking appropriate action to drive continuous improvement.
• Monitor, analyse and accurately report team performance data, identifying trends, opportunities and areas requiring further development.
• Conduct regular performance reviews, one-to-one meetings and ad-hoc employee meetings, providing clear feedback and appropriate support.
• Take ownership of team performance, addressing challenges proactively and ensuring appropriate escalation and resolution of customer issues.
• Identify training and development needs and support the team in building their knowledge, skills and confidence.
• Coordinate with relevant stakeholders to support future growth, new processes and operational improvements within the Contracts division.

You must comply with all Health & Safety policies, procedures, and responsibilities outlined within the Integrated Management System

What Wren offer?

• Life Assurance after 2 years' service
• Access to Benenden health and discount platform after 1 years of continuous service
• 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

• Previous experience in the contract kitchen sector.
• Previous experience in leading people.
• Ability to work in a challenging, dynamic and fast-paced environment
• Strong organisation skills and ability to self prioritise
• Strong communication skills both written and verbal
• Excellent customer service skills
• Passion for developing and growing a high performing team.
• You have the ability to maintain high levels of attention to detail
• Ability to work from both Harrogate and Barton-upon-Humber

About The Company

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, and winning multiple awards including the UK’s Number 1 place to work!

This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!