About The Role
Our Customer Installations Team Manager will lead and support a team, driving exceptional service standards while meeting both individual and department targets. Experience in managing a high-performing team within a service environment is highly advantageous. The role requires a genuine passion for customer service and a commitment to fostering a culture of continuous improvement.
Main Responsibilities:
- Lead and inspire a team to consistently deliver outstanding service and meet agreed SLAs.
- Motivate the team to achieve weekly targets and organise team-building activities.
- Lead by example, upholding the highest standards of customer service at all times.
- Build strong relationships with internal and external teams, ensuring every Wren customer enjoys an exceptional service experience.
- Provide effective, solutions-focused problem solving with a proactive, “can-do” attitude.
- Ensure team compliance with all Wren policies, procedures, and Data Protection legislation.
- Monitor calls to improve quality, minimise errors, and track individual performance.
- Record and analyse team statistics and performance data, preparing management reports when required.
- Actively address challenges such as attendance, morale, system issues, and process improvements.
- Conduct regular performance reviews, set clear objectives, and recommend training and development opportunities.
- Identify and address processes that cause poor customer experiences, promoting a culture of continuous improvement.
- Plan and deliver engaging recruitment initiatives, continually seeking out new talent opportunities.
About You
Desired Skills & Knowledge:
- GCSE level C or above in English and Maths
- Strong communication skills - both written and verbal
- Good IT skills
- Customer Service experience
- People Management skills including team building, motivation and interviewing
- Ability to work independently and within a team environment
About The Company
Wren Kitchens are not only passionate about kitchens, but we are also passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, 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!
