Step into a pivotal role where your passion for people, product knowledge, and customer service excellence will shape the customer experience and support team success at our Huncoat, Lancashire Head Office.

Lead and Inspire: Senior Management Role in Customer Care

Are you an experienced professional in customer service ready to support and drive a talented team? We are seeking a resilient and motivated individual who combines expert knowledge of products with a dedication to delivering first-class service. In this leadership role, you will be responsible for mentoring a team of Customer Care Team Managers, elevating performance and ensuring every customer receives an outstanding and empathetic experience at every touchpoint—whether via phone, email, or live chat.

Key Duties: Senior Customer Care Team Leadership & Customer Service Excellence

• Oversee, coach, and empower Customer Care Team Managers, providing guidance and development to ensure team members excel in every interaction.
• Champion a positive, adaptable, and high-performing culture rooted in empathy, attention to detail, and motivation to exceed service targets.
• Use your expertise in product knowledge to support your team, resolve escalated and complex customer concerns, and serve as the subject matter expert for the department.
• Set and monitor KPIs, analyse performance trends, and proactively identify opportunities for continuous service improvement.
• Lead collaboration initiatives with cross-functional teams to streamline solutions, share learning, and optimise the end-to-end customer journey.
• Uphold company values, compliance, and best practices, fostering an environment where diversity and authenticity are celebrated.

Essential Experience and Skill Set for Senior Customer Care Managers

• Proven history of leading or managing customer service teams within contact centres, retail, hospitality, or similar settings.
• Strong product knowledge coupled with the ability to translate benefits clearly to both team members and customers.
• Exceptional organisational and communication skills, with meticulous attention to detail and a calm, solutions-focused approach to problem-solving.
• Demonstrated ability to motivate, mentor, and manage a diverse team with empathy and drive.
• Fluent in using digital customer service systems and comfortable with Microsoft Office, especially Excel and reporting tools.

The Qualities We Value: Adaptable, Motivated, and Customer Centric

• Resilient: Face challenges with confidence and maintain a positive, can-do attitude in a dynamic environment.
• Passionate: Bring enthusiasm for our products and a commitment to delivering a best-in-class customer experience.
• Empathetic: Understand customer and team needs, listening actively and advocating for both.
• Motivated: Driven to lead by example, inspire others, and pursue continuous improvement for yourself and your team.
• Adaptable: Comfortable with change, receptive to feedback, and proactive in evolving practices for better results.
• Attention to Detail: Ensure processes, communications, and outcomes consistently meet the highest standards.

Why Join Us? Senior Leader Benefits & Development

• Competitive salary and benefits package including generous colleague discounts, wellbeing programmes, income protection, and enhanced family leave.
• Opportunities for professional growth, internal development, and access to learning tailored for leaders in customer care.
• Recognition programmes, service awards, and regular team celebrations of your contributions and achievements.
• Supportive, diverse, and inclusive working environment with free parking and flexible annual leave options.

Diversity, Inclusion, and Equal Opportunities

We are committed to a workplace where everyone is welcomed and valued for their uniqueness. Our culture respects and celebrates diversity—apply with confidence knowing your authentic self will be supported here.

If you have the experience, skills, and the resilient spirit to lead our Customer Care teams, we’d love you to apply and join us in shaping the future of customer service excellence at Bensons for Beds.