💼 Full-Time | Permanent | On-Site with Future Flexibility
💷 £45,000 – £60,000 + Benefits
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.