Customer Care Manager

About us:

The Bread Factory is the UK's leading artisan bakery. Founded by Gail Meija in 1993, The Bread Factory, originally known as Gail Force, began by supplying some of London's most prestigious restaurants, including many with Michelin stars. More than three decades later, we continue to work closely with the best chefs, alongside grocers, foodservice partners and our own neighbourhood bakery, GAIL's.

The Bread Factory is synonymous with quality. We have been awarded more than 100 Great Taste Awards and have held a Royal Warrant since 2016, when it was first granted by Her Majesty Queen Elizabeth II. In 2024, the warrant was renewed by His Majesty The King.

We source our ingredients thoughtfully, partnering with farmers and millers who align with our values. The result: delicious, carefully made baked goods that support a more sustainable and nutritious food system; bringing great bread to more tables every day.

As Customer Care Manager, you’ll lead and develop a high-performing team that delivers a consistently brilliant service to our chefs, bakeries, grocers and buyers every day. You’ll be responsible for achieving service, quality and customer KPIs, while driving customer retention, reducing customer effort and building an empathetic but honest culture of continuous improvement. Using customer feedback, operational data and team insight, you’ll identify opportunities to make it easier for customers to do business with The Bread Factory and help strengthen the relationships that keep them coming back.

Every day is different at The Bread Factory, but here are some of the things you’ll be doing:

Leading a high-performing team that provides outstanding Customer Care

- Lead, coach and developing the team to deliver excellent service and customer experiences.

- Grow Team Leaders and Trading Systems Manager to achieve their goals, manage performance and develop a highly engaged team.

- Act as the go-to escalation point for complex customer escalations, making decisions that are right for both the customer and the business.

Delivering an excellent service our customers can consistently rely on

- Ensure we consistently achieve and exceed our service, quality and customer KPI’s.

- Plan resources effectively to ensure the team is set up to meet customer demand.

- Own the onboarding journey so that customers have the best experience with us from day one.

Turning customer insight into better experiences

- Analyse customer feedback, complaints, CSAT, and operational data to identify continuous improvement, performance management and deflection opportunities.

- Turn customer feedback into meaningful actions that improve satisfaction, loyalty and retention.

Helping the team grow and succeed

- Ensure training, coaching and quality frameworks offer the tools the team needs to thrive and deliver exceptional experiences.

- Spot capability gaps and create robust development plans.

- Encourage a culture of learning, feedback and knowledge sharing.

Influencing positive change so it’s easier for customers to partner with us

- Build strong relationships across Operations, Technical, Commercial, Supply Chain, Finance and Technology.

- Lead regular operational reviews, sharing customer insight and performance trends to influence change.

- Work closely with the Head of CX to support business-wide CX initiatives that champion the customer voice.

Driving digital innovation and continuous improvement

- Maximise the value of our customer service tools, including AI.

- Own the ordering experience and lead the Trading Systems team to achieve their targets.

- Lead the rollout and adoption of new tools, systems and processes.

Our team tells us you’ll be a great addition if you are:

A Customer Care expert

- You have proven experience leading a high-performing Customer Care, Customer Service or Contact Centre team.

- You understand what great customer experiences look like and how to consistently deliver them.

- You may come from a D2C background but are excited by the opportunity to apply those principles in a relationship-led, B2B environment.

- You’re comfortable balancing customer needs with commercial priorities.

Someone who strives for excellence

- You set the highest standards for yourself and others.

- You care deeply about quality and getting the basics right every time.

A brilliant people leader

- You’re passionate about developing people and helping them reach their full potential.

- You lead with empathy, curiosity, ownership and accountability.

A change-maker

- You bring energy, ideas and a genuine desire to make things better.

- You’re confident driving change and bringing others along on the journey.

- You’re comfortable working across teams to solve problems and improve the customer experience.

- You challenge constructively and aren’t afraid to push for higher standards.

A customer champion

- You’re customer-obsessed and passionate about delivering outstanding experiences.

- You’re naturally curious with a commercial eye and keen to understand the ‘why’ behind customer data and behaviour to determine the ‘so what’. You’re resilient, hands-on and comfortable in a fast-paced, high-growth environment.

- You build lasting, strong relationships and earn trust at all levels.