Retail Service Centre Manager

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