Customer Manager

Post end date :11-March-26

Role Type :
Secondment

Manager Name :

Natasha Haywood

Our people and culture are the heart of our success. That's why we're dedicated to nurturing and growing talent from within, offering our people the chance to expand their skills and explore new career paths.

Whether you're aiming for a promotion or considering a lateral move to a different department, we encourage and support your journey. If you're enthusiastic about learning, eager to advance, and ready to make a significant impact, we want you to take the next step in your career with us.

Join us in our mission to create a sustainable and supportive future for everyone. Let's make great things happen together, because we do more, because we care.

As a Customer Manager you’ll be operating from our Raynesway site in Derby. Where you’ll be at the heart of our WMU Team, leading high performing teams of retailer advisors to deliver an outrageously amazing customer experience.

You’ll build, coach and mentor talented people, spotting future leaders, and continually assessing customer needs, performance and team‑to‑customer ratios to evolve or create teams as needed.

Empowering Team Leaders with autonomy over operations, prioritisation, financial discretion and innovation is central to how we work. You’ll also handle escalated customer issues, turning challenges into advocacy.

You’ll create a culture people love, one that embraces empowerment, learning from mistakes, wellbeing, development and engagement, while collaborating across the business, sharing best practice and contributing to timebound improvement projects.

Lea dinging 50+ retailer advisors, supported by 5 Team Leaders, delivering across calls, emails, complaints and end to end customer journeys with full ownership for SLA compliance.

In this role, you’ll take centre stage in shaping an exceptional customer experience, owning the performance of our customer service operation through both your Team Leaders and the brilliant retailer advisors they guide. You’ll bring clarity, energy and purpose to each day, ensuring that every call, email, complaint and end to end journey meets the service levels our customers deserve.

You’ll orchestrate the daily rhythm of multiple teams, making sure work is prioritised intelligently and that we’re always in the right place at the right time. Working closely with Team Leaders, you’ll give them the insight, confidence and direction they need to succeed—helping them balance customer facing activity with project work, spotting development opportunities, and holding teams accountable with fairness and conviction.

You’ll play a pivotal role in talent development, identifying emerging stars and nurturing them towards specialist or leadership positions. When escalations arise, you’ll step in with composure and a customer first mindset, ensuring outcomes that rebuild trust and turn challenges into advocacy.

Performance data will be your compass. Each week you’ll translate SLA reports and operational insight into meaningful actions, shining a light on risks, celebrating success, and unlocking improvements across processes, team structures and technology. You’ll champion best practice, creating tools, sharing new approaches and elevating performance across the wider business.

As a key voice within the leadership team, you’ll help drive a culture of empowerment, accountability and continuous improvement. You’ll anticipate capacity needs, making smart resourcing decisions and stepping in quickly when teams need support to protect SLAs. You’ll coordinate Team Leader cover, guide new starters through their early training and contribute your expertise to time bound improvement projects.

You’ll also act as a trusted partner to retailers, keeping them engaged with monthly performance updates, while playing a major part in driving our R MeX performance to maximise   MeX reward. Above all, you’ll lead with curiosity, humility and a relentless focus on what matters most: making every customer experience outstanding.

Everything we do starts with our customers. They’re at the heart of every…