Job Description

About The Role

At Wren, our

Customer Operations Manager / Customer Service Manager

is the driving force behind high-performing Customer Installations teams and exceptional service delivery. They manage our leaders to be the best version of themselves.



With a clear focus on coaching, accountability, and continuous improvement, they ensure our teams consistently deliver an award-winning customer experience.



We're looking for an inspiring and commercially minded leader to support and develop our Team Managers and their teams.

If you thrive on building others up, driving performance, and embedding a culture of excellence, we want to hear from you!

What You'll Be Doing:

Manage departmental SLAs

to drive high levels of customer satisfaction.

Coach and develop your team

, creating training and development plans that build knowledge, confidence, and accountability

Champion service excellence

by removing barriers, improving processes, and building strong cross-functional relationships

Monitor and improve performance

, using data and insights to drive continuous improvements across quality, productivity, and customer outcomes.

Support and challenge your leaders

to hit targets, lead with confidence, and get the best from their teams

Run regular performance reviews

, set clear goals, and provide structured feedback and tailored training plans

Maintain standards

by ensuring adherence to all internal processes, policies, and legal requirements including DPA and Health & Safety

Collaborate with peers and senior leaders

to identify and implement improvements across the department

What Wren Offers:

Life insurance after 2 years' service Access to Benenden health and discount platform after 1 years of continuous service Personalised progression plan with clear career opportunities Individual training budget for personal development 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

Experience managing managers in a high-volume, fast-paced customer service or operational setting A people-first leader who can develop talent and hold others accountable Strong analytical and organisational skills - you understand what drives performance and how to improve it Confident working with CRM systems (Salesforce experience is a bonus) and able to interpret data to inform decisions Excellent computer literacy - comfortable navigating multiple systems, reporting tools, and communication platforms Calm, clear communicator who builds trust and delivers with impact Committed to continuous improvement and delivering service excellence through others

About The Company

Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with 1billion+ turnover, more than 100 UK showrooms and an exciting expansion into the USA. We don't just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality!



If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you'll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.