Job Title: Customer Care Manager (12 Month Maternity cover)
Location: Upper Broughton, Nr Melton Mowbray
Salary: £38,000 per annum
Hours: 42.5 hours per week
Reporting to: Operations Director
Direct Reports: Up to 8

SKILLS & COMPETENCIES

• Strong leadership and team management skills
• Excellent verbal and written communication
• Highly organised, detail-oriented, and diligent
• Strong negotiation and client-handling skills
• Ability to work under pressure, prioritise effectively, and meet deadlines
• Deep understanding of landscaping standards and customer expectations
• Proactive problem solver and decision-maker

QUALIFICATIONS & EXPERIENCE

• NVQ Level 3 or equivalent in horticulture/landscaping (preferred)
• SSSTS (or equivalent)
• CSCS (Managers & Professionals card desirable)
• At least 5 years’ experience in landscaping or a related field
• Proven team management experience
• Proficient in Microsoft Word & Excel (intermediate level)
• Full UK driving licence (clean)
  Job Types: Full-time, Fixed term contract
  Contract length: 12 months
  Pay: From £38,000.00 per year

Benefits:

• Company events
• Free parking
• On-site parking
• Profit sharing

Schedule:

• Monday to Friday

Licence/Certification:

• Full UK Driving licence (required)

Work Location: In perso

JOB PURPOSE

The Customer Care Manager is responsible for the financial and operational performance of the Customer Care Department. Reporting to the Operations Director, this role provides leadership to a team of professional field operatives and supervisors, ensuring customer expectations are exceeded and that Carrier Landscapes’ reputation as the Commercial Landscaping Partner of Choice is upheld.

MAIN RESPONSIBILITIES

• Ensure full compliance with Health & Safety standards across all customer care operations.
• Align departmental performance with the broader business strategy to drive efficiency and profitability.
• Provide hands-on leadership and daily operational management across customer care teams.
• Coach and mentor staff to consistently uphold professionalism and company values.
• Champion the PQP (Planning–Quality–Performance) framework throughout the department.
• Manage and respond to defect reports, including site/home visits, and liaise with clients to price and approve remedial works.
• Work closely with the scheduling team to allocate resources effectively across tasks.
• Guide, support, and brief field teams on daily tasks, ensuring they are fully resourced and clear on expectations.
• Oversee task sheet completion and ensure accurate billing is processed in line with company procedures.
• Identify and maximise variation opportunities to increase turnover and department profitability.
• Maintain appropriate staffing levels through proactive planning and collaboration with HR and management.
• Build and maintain strong relationships with clients, resolving issues and identifying new business opportunities.
• Support customer care supervisors with site inspections and ensure timely follow-up.
• Attend client meetings, addressing concerns and building trust to ensure long-term partnerships.
• Foster a culture of continual improvement by implementing more efficient working practices and sharing best practices across teams.
• Provide timely financial and performance reports to the Operations Director and senior leadership.
• Conduct annual appraisals and manage team welfare and discipline as needed.
• Identify training needs within your teams and report gaps to HR for planning and continuity.
• Attend internal and client-facing meetings as required.