Senior Customer Services Manager - Consumer Services

Senior Customer Service Manager For Consumer Services

Are you looking for a unique opportunity to build and shape a newly created Consumer Services function for the entire GBI region?

Would you like a role with significant impact on customer experience and commercial performance?

Would you like to be part of a collaborative, people centred culture with strong support for professional development?

Then you may be just the person we are looking for.

Meet your future team

We are creating a new Consumer Services team that unifies our Consumer Services (installation & design) function with a new CIC team dedicated to supporting our homeowners and blinds retailers. As Senior Customer Service Manager for Consumer Services, you will lead this newly formed organisation and shape how we support these key customer types across Great Britain and Ireland.

Your main purpose is to deliver effortless service for homeowners in the planning and inspiration phases of their projects — offering them the right guidance, the best services, and a seamless experience as they consider VELUX solutions.

Alongside this, you will lead the day-to-day CIC operation for this audience which equates to 25% of overall demand into our team, ensuring high quality handling and outcomes. You will collaborate with Snr. Customer Service Managers responsible for dealers and installers to ensure the highest customer service quality throughout our entire VELUX buying journey.

This is a strategic leadership role requiring a detailed, commercial, people-focused leader who can deliver business results and deliver our Regenerate strategy.

More specifically you will:

- Lead a Newly Created Team

• Build, lead and motivate a combined Consumer Services and CIC team
• Establish a strong team identity with shared goals, standards and expectations
• Create a culture of empowerment, commercial acumen, collaboration and continuous improvement
• Develop, nurture & upskill your management team to deliver on business results

- Work with Operational Excellence

• Own performance across installation & design consultations and CIC contact handling
• Use data, forecasting and workforce management to optimise staffing and productivity
• Drive strong KPI performance including service levels, FCR, quality, CSAT, productivity and lead conversion
• Ensure daily operations are efficient, stable and continuously contributing towards strong business results

- Be responsible for End-to-End Customer Experience

• Work closely with Marketing to ensure full ownership of the homeowner journey from inspiration to conversion
• Identify improvements across all early-stage customer touchpoints
• Use customer insights, Trustpilot reviews, surveys and performance data to drive enhancements

- Drive Strategic Delivery & Commercial Impact

• Use 3–5 years of strategic leadership experience to set direction and deliver business results
• Build a new commercial edge within Consumer Services to support our Regenerate strategy
• Partner with Aftersales and Marketing teams among others to deliver shared business outcomes

What You Bring

You are a strong service leader who enjoys turning strategy into operational results and great customer experiences. With a relevant educational background and several years of experience in a consumer service or contact centre environment, you bring both the analytical mindset and the leadership capability needed to drive performance in a fast-moving service organisation.

You thrive where data, people and collaboration come together to create meaningful improvements. Known for your ability to engage stakeholders and motivate teams, you lead with clarity, curiosity and a strong focus on delivering measurable results.

In particular, you bring:

• Operational experience managing and optimising service operations, including workforce planning and forecasting
• A data-driven mindset, using insights and trends to guide decisions and improve service performance
• Strong leadership and collaboration skills, motivating teams and building effective cross-functional relationships to drive results