Customer Care Manager

Customer Care Manager

Location: Carmarthenshire area (with UK travel as required)

Salary: Up to £40,000

Benefits: Company Pension, 24 days holidays plus BH, Free car parking, Employee savings platform and Employee Assistance Programme

Lead. Influence. Make a real impact on the customer experience.

This is an opportunity for an experienced Customer Care professional to step into a leadership role where your work genuinely shapes the customer journey. You'll have the autonomy to lead, develop and improve a Customer Care function, with the support and influence to drive change across the wider business.

If you enjoy building high-performing teams, improving processes, and using insight to deliver exceptional service, this role offers both challenge and progression.

• Leadership with influence - You'll lead and develop a Customer Care team, setting clear direction, standards and KPIs that really matter.

• Make improvements that stick - You'll have scope to review, design and improve customer care processes, systems and reporting, leaving a lasting impact on how customers are supported.

• Cross-functional exposure - Work closely with Sales, Production and Logistics, giving you valuable visibility and experience across the wider operation.

• Customer-focused impact - Act as an escalation point for key accounts and complex issues, strengthening long-term relationships and customer loyalty.

• Data-led decision making - Use customer insight and performance data to identify trends, solve problems and improve service delivery.

• Career development - Be part of a culture that values ambition, continuous improvement and personal growth.

• Collaborative culture - Join an environment that encourages open ideas, accountability and teamwork.

• Leading, coaching and developing a high-performing Customer Care team

• Overseeing day-to-day customer service operations to ensure a consistently excellent customer experience

• Setting and managing performance goals and KPIs aligned with service, sales and operational efficiency

• Using data insights to identify customer trends and drive service improvements

• Collaborating cross-functionally to resolve service issues and improve processes

• Acting as an escalation point for key customers and complex service challenges

• Driving continuous improvement through better systems, automation and reporting

• Proven experience leading or managing a customer service or customer care function

• Strong people leadership skills with the ability to coach, motivate and develop others

• A customer-first mindset with a passion for service excellence

• Confidence using data and insights to improve performance and processes

• The ability to build strong working relationships across teams

• A proactive, improvement-focused approach with the confidence to challenge and innovate

You’ll thrive here if you value respect, accountability, openness and teamwork, and if you're proud of delivering high standards for both customers and colleagues.

This role offers the chance to step into a visible, influential position where your ideas, leadership and commitment to customer excellence will be recognised and valued.

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected. JDR is acting as an Employment Agency in relation to this vacancy.