Customer Care Manager

Location: Wimbledon Office

Contract Type: Full-Time, Permanent

Are you ready to take the lead in delivering exceptional customer care? As our Customer Care Manager , you will play a pivotal role in shaping the UK & Ireland Customer Care and Project Delivery teams. Your mission? To ensure flawless execution of customer care activities, logistics coordination, backlog management, and on-time delivery of Carrier HVAC products and third-party equipment.

This is not just a job; it’s a chance to make a significant impact on the commercial performance of our UK Applied business. You will own the order-to-delivery lifecycle, support effective cash collection, provide accurate sales forecasts, and serve as a vital link between Sales, Finance, Logistics, and our Customer Care leadership in Europe.

• Lead, coach, and develop our Customer Care and Project Delivery teams.
• Ensure timely and accurate handling of all customer orders and inquiries.
• Oversee project delivery to guarantee seamless execution from order intake to final delivery.
• Collaborate closely with logistics teams and local logistics partners.
• Work with the Accounts Receivable team and other departments to resolve invoice disputes.
• Maintain the accuracy of the UK Applied sales backlog.
• Enhance customer care, delivery, and dispute management processes for improved efficiency and experience.

• Proven experience in customer care, order-to-cash, operations, or project delivery leadership within a technical or manufacturing environment (HVAC, building services, engineering, or similar preferred).
• Demonstrated ability to lead and develop multi-disciplinary teams.
• Strong understanding of order-to-delivery and order-to-cash processes.
• Proven track record in managing On-Time Delivery (OTD) performance and mitigating operational risks.
• Excellent communication skills to handle escalations and complex customer situations.
• Strong organizational and decision-making skills to manage multiple demands in a fast-paced environment.

• Competitive base salary
• Generous bonus scheme (paid quarterly)
• 25 Days Holiday + Bank Holidays
• Holiday Purchase Scheme
• Company Pension Scheme
• Career Progression – We love to nurture talent from within and will work with you to achieve your long-term career aspirations.

Carrier is the world’s leader in high-technology heating, air-conditioning, and refrigeration solutions. With over 100 years of proven innovation, we solve problems on a global scale and drive new industries. Our mission is to be the first choice for heating, air-conditioning, and refrigeration solutions worldwide. We strive to make the world a better place to live, work, and play, and we are consistently ranked among the world’s most respected companies. We are also pioneers in social responsibility, committed to caring for the environment and our people.

Carrier is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.

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