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, dispute resolution, and timely 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.

In this dynamic role, you will:

• Lead, coach, and develop the Customer Care and Project Delivery teams.
• Ensure accurate and timely handling of all customer orders and inquiries.
• Oversee the project delivery team for 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.
• Review and enhance customer care and delivery processes to boost efficiency and customer satisfaction.

To thrive in this role, you will need:

• 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.
• A 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.

At Carrier, we believe in rewarding our team members. Here’s what you can expect:

• 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 leader in high-technology heating, air-conditioning, and refrigeration solutions. With over 100 years of proven innovation, we solve global challenges 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 committed to social responsibility, caring for both 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, veteran status, age, or any other federally protected class.

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