Customer Care Manager

Help us deliver exceptional customer experiences and shape the future of Customer Care

Do you bring energy, enthusiasm and a customer-first mindset to everything you do?

We're looking for an experienced Customer Care Manager to lead and develop our Customer Care function, bringing together support leadership, customer success and service delivery.

This is a fantastic opportunity to shape how we care for our customers and support our people. Working closely with the CEO and Senior Leadership Team, you'll lead a passionate team, strengthen client relationships, drive service excellence and help define the future of Customer Care at PDMS.

You'll be a natural leader who loves bringing people together, solving problems, improving processes and creating exceptional customer experiences. Whether you're coaching your team, developing new ways of working or supporting customers through critical moments, you'll bring positivity, resilience and a can-do attitude every day.

We're looking for someone who is enthusiastic, proactive and genuinely excited about making a difference.

Where you fit in

In this role you will:

• Lead,coachand develop the Customer Care team.

• Own and evolve PDMS' Customer Care strategy and approach.

• Ensure excellent service delivery, SLAcomplianceand customer satisfaction.

• Act as a senior escalation point for customers and support team.

• Drive continuous improvement across Customer Care processes and standards.

• Build strong customer relationships and lead service reviews.

• Support contract renewals, retentionactivitiesand commercial decisionmaking.

• Collaborate withProfessional Services, R&D and Sales & Marketingfunctionsto ensure ajoined-upcustomer experience.

• Establish meaningful KPIs andprovidemanagement insight on team and customer performance.

Whatwe'dlike you to bring

• Leadership experience within Customer Care, Support, ServiceDeliveryor a similar function.

• Strong understanding of customer support, SLAs,contractsand renewals.

• 3+years’experiencewith helpdesk or ITSM platforms and escalation management.

• 2+yearsof peoplemanagement

• Excellent communication and stakeholder management skills.

• Strong coaching,mentoringand people development capability.

• Commercial awareness and the ability to balance customer and business needs.

• Strongorganisationalskills and the ability toprioritiseeffectively.

• Experience in a software, SaaS or Managed Services environment.

It would be great if you also have:

• ITIL certification.

• Experience of AI-enabled service operations.

• Leadership qualifications or training.