Customer Experience & Quality Manager

Your mission

JOB TITLE:

Customer Experience & Quality Manager

JOB LOCATION:

Belfast (NI)

TERMS:

Permanent / Full-time (Hybrid) THE JOB You will lead Customer Experience and Quality at Fibrus, owning escalated complaints, customer insight and service quality across agent-led and automated channels. You will ensure fair, consistent outcomes, effective support for vulnerable customers and measurable improvements informed by customer feedback. Working with Customer Service Operations, training, digital, product, field, network and partner teams, you will identify causes of dissatisfaction, agree corrective actions and track delivery.

You will combine case management with proactive quality assurance, clear customer communications and preventative action to protect customer trust and loyalty.

Your profile WHAT WILL YOU BE DOING? Lead and develop the Customer Experience function. Create a high-performing culture focused on accountability, service excellence and continuous improvement. Improve customer journeys by reducing friction, repeat contacts and avoidable work. Own the complaints-handling framework, overseeing escalated and high-profile complaints, including those raised through political representatives. Act as the primary contact for the ombudsman and relevant regulatory bodies.

Own the agent quality framework across the entire customer journey. Drive the adoption of technology, automation, self-service solutions and emerging AI tools. Use customer insight, operational data and colleague feedback to identify and prioritise improvements. Work closely with Sales, Marketing, Technical, Operations, Finance and IT to deliver a seamless customer experience. Manage customer experience KPIs, service performance and transformation initiatives.

Help review customer impact and support sign-off for new products, customer communications and process changes before launch, in line with agreed governance. Evaluate interaction accuracy, fairness of outcomes, recognition of complaints and vulnerability, and data handling. Bring together complaints, reviews, surveys and quality findings into a single Voice of Customer view. Identify root causes, quantify customer and business impact, and agree actions, owners and deadlines with product, operations, field and network partners.

Lead the customer experience input into loyalty and rewards programmes within the customer portal and wider customer journey. WHAT WILL YOU BRING? Demonstrable experience managing team performance against KPIs, service levels and quality targets. Significant leadership experience in Customer Experience, Customer Service, Customer Care, Contact Centre or Service Operations. Experience coaching, motivating and developing colleagues to improve individual and team performance.

A strong understanding of telecoms complaints-handling requirements and support for vulnerable customers, with the ability to translate obligations into effective operational controls. Experience designing or managing quality scorecards, interaction evaluations and calibration across voice and digital channels. Experience leading change and implementing technology-enabled improvements. A proactive approach to improving processes, customer experience and operational efficiency. Excellent communication and interpersonal skills, with the ability to engage, support and motivate colleagues at all levels.

The ability to manage competing priorities, make informed decisions and remain effective in a fast-paced operational environment. A strong understanding of customer experience and service quality. Experience across customer contact channels, including voice, email, web chat, messaging and social media. The ability to build positive working relationships across departments. A commitment to an inclusive culture built on respect, diversity and support for all colleagues.

Experience in the telecommunications market is desirable. IS FIBRUS FOR ME? At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People 'We invest in People' standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth, and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits…