Customer Care Manager

Role: Customer Care Manager

Location: Wimbledon office

Contract type: Full time, permanent

The Customer Care Manager is responsible for leading and developing the UK & Ireland Customer Care and Project Delivery teams to ensure exceptional execution of customer care activities, logistics coordination, backlog management, dispute resolution, and on-time delivery of Carrier HVAC products and third-party equipment.

This role is critical to the commercial performance of the UK Applied business. The Customer Care Manager owns the order-to-delivery lifecycle, supports effective cash collection, provides accurate and timely sales (invoicing) forecasts, and acts as a key operational interface between Sales, Finance, Logistics, Factories, and Carrier Climate Solutions Europe (CSE) Customer Care leadership.

What will you be doing?

• Lead, coach, and develop the Customer Care and Project Delivery teams.
• Ensure accurate and timely handling of all customer orders and enquiries.
• Provide leadership an oversight of the project delivery team to ensure seamless execution from order intake through to final delivery.
• Work closely with Carrier Climate Solutions Europe (CSE) logistics teams and approved local logistics partners.
• Work closely with the Accounts Receivable (AR) team, Finance, Sales Managers, and the UK Applied Commercial Director to resolve invoice disputes.
• Own and maintain the accuracy of the UK Applied sales backlog.
• Review and enhance customer care, delivery, and dispute management processes to improve efficiency and customer experience.

To be successful in this role you will have/be:

• Proven experience in a customer care, order-to-cash, operations, or project delivery leadership role within a technical, manufacturing, or project-based environment (HVAC, building services, engineering, or similar preferred).
• Demonstrated experience leading and developing multi-disciplinary teams, including customer care, project delivery, or operational support functions.
• Strong understanding of order-to-delivery and order-to-cash processes, including backlog management, delivery coordination, invoicing triggers, and cash conversion.
• Proven ability to manage On-Time Delivery (OTD) performance and proactively mitigate delivery and operational risks.
• Excellent communication skills, with the confidence to handle escalations, complex customer situations, and senior internal stakeholders.
• Strong organisational, prioritisation, and decision-making skills, with the ability to manage multiple competing demands in a fast-paced environment.

What can we offer you?

• Competitive base salary
• Generous bonus scheme (paid quarterly)
• 25 Days Holiday + bank holidays
• Holiday purchase scheme
• Company pension scheme
• Career progression – we love to build and nurture talent from within, therefore we’ll work with you to achieve your long-term career aspirations

More about us:

Carrier is the world’s leader in high-technology heating, air-conditioning and refrigeration solutions. We have of a history of more than 100 years of proven innovation, solving problems on a global level, and our innovations drive new industries. Our mission is to be the first choice for heating, air-conditioning and refrigeration solutions worldwide. We work every day to make the world a better place to live, work and play. Consistently ranked as one of the world’s most respected companies, we are also a pioneer of social responsibility, looking after the environment as well 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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