Customer Care Director

Location: Abingdon, Oxfordshire

Salary: Competitive (Salary is experience dependent + Car + Manager bonus scheme

Autonomy to make real change and deliver significant improvements.

With a multi-million pound investment programme and merger with Indepth Hygiene (another PTSG business) currently underway there has never been a better time to join Trinity Fire & Security

Trinity Fire & Security are looking for an experienced Customer Service Director / Head of Customer Support to manage our Customer Care and Scheduling teams based in Abingdon. This is a critical leadership role where you’ll drive operational performance, create a high performing team culture, and ensure our customer service teams deliver Trinity’s high-quality standards.

This role is a truly exciting opportunity for the right candidate, it’s a chance for an experienced Customer Care Manager / Customer Service Manager looking for the next step in their career, or an experienced Customer Service Director in a medium size business looking to take that next challenge and join a large growing organisation.

At Trinity Fire & Security, we believe that culture drives performance. As our Customer Care Director, you’ll inspire and develop a team of 50+ people, creating an environment where energy, positivity, and accountability shine through in every customer interaction.

If you’re a natural leader who can balance commercial acumen with empathy and a customer-first mindset, this is the platform to grow your career and lead meaningful change in a fast-growing organisation.

The role of Customer Service Lead

As our Customer Service Lead, you will manage a team with 5 direct reports and nearly 50 indirect staff who manage both customer service and works planning.

Working closely with the wider Senior Leadership Team (SLT) to ensure efficient planning of works (PPM’s & Reactive call outs) and deliver class customer care.

The key responsibilities are:

• Provide strong leadership and direction to our Customer Service team.
• Drive high performance and foster a thriving atmosphere within the Customer Service Centre.
• Take ownership of all service escalations within the team, ensuring swift and effective resolution.
• Work cross-functionally with Trinity’s wider support teams to optimise engineer utilisation, compliance, and service outcomes.
• Monitor, analyse, and respond to daily, weekly, and monthly KPI reports, ensuring continuous improvement and performance tracking.

Experience required

At Trinity, we believe that great employees share key qualities: a vibrant energy, a positive attitude, a commitment to excellence in customer service, and a strong sense of responsibility towards their work. We are seeking exceptional individuals who embody these traits and are passionate about making a difference.

For this exciting opportunity, we are looking for candidates with:

• Proven leadership track record, managing customer service and scheduling teams.
• A commercial mindset, with strong experience resource planning, and achieving operational targets.
• Customer-focused approach, committed to delivering exceptional service and building long-term client relationships.
• Excellent communication, problem-solving, and decision-making skills, with a proactive and collaborative approach to leadership.

What we’ll give you

• Competitive base salary
• 23 days holiday, plus bank holidays
• Company pension scheme
• Company car benefit
• Life assurance
• Employee Welfare assistance programme

If you are a dedicated professional with a passion for driving excellence and leading teams, we would love to hear from you. Apply today and join a company that values your expertise and invests in your growth!

Equal Opportunities in Practice

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Security Vetting

It is an industry requirement that successful candidates / future employees undergo security vetting. Offers of employment are subject to satisfactory vetting and may be withdrawn if the required standards are not met.