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

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Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK

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Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience

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Manage service requests and escalations with a practical, customer-first mindset

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Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met

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Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency

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Set up and implement best practices, service procedures, and reporting tools

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Track service data, identify trends, and provide actionable insights to senior leadership

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Support the development of a national service proposition

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Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff

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Contribute to circular economy initiatives by exploring graded stock and rework solutions

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Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews

What We're Looking For

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Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments

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A hands-on leader who enjoys rolling up their sleeves and solving problems

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Excellent organisational, communication, and stakeholder management skills

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Strong understanding of service SLAs, repair logistics, and returns handling

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Experience using customer service or ticketing systems

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Ability to build strong internal and external relationships

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Forward-thinking and proactive - someone who enjoys creating structure where there is none

Why Apply?

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Be the driving force behind a brand-new function in a growing and stable organisation

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Have a real impact on how service is shaped and delivered nationwide

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Work in a supportive environment with low staff turnover and collaborative culture

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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