Customer Experience Manager

Customer Experience Manager
Kingston Office, Hemel Hempstead
£43,000 per annum
Full-time Permanent

Our client, a leading repairs and maintenance contractor, is seeking an experienced Customer Experience Manager to join their team based at their Kingston office in Hemel Hempstead. This is an excellent opportunity for a customer-focused professional to take ownership of the customer journey and drive service improvements across a busy repairs and maintenance operation.

As Customer Experience Manager, you will be responsible for leading the customer experience strategy, ensuring residents and clients receive a consistently high standard of service. You will work closely with operational teams to improve processes, manage customer feedback and complaints, and drive continuous improvement across service delivery.

• Lead the development and delivery of the customer experience strategy
• Monitor customer satisfaction levels and identify areas for service improvement
• Manage complaints and escalations, ensuring they are resolved efficiently and within agreed timescales
• Analyse customer feedback, data and performance metrics to identify trends and improvement opportunities
• Work closely with operational teams to ensure a seamless customer journey
• Produce performance reports and provide insights to senior management
• Implement initiatives that improve the overall customer journey and service quality

• Proven experience in a Customer Experience, Customer Service or Complaints Management role at a supervisory or management level
• Experience with in repairs, housing, property services or maintenance environments is highly desirable
• Strong leadership and stakeholder management skills
• Excellent communication and problem-solving abilities
• Ability to analyse data and implement service improvements
• A strong commitment to delivering high-quality customer service

• Salary of £43,000 per annum
• Opportunity to join a well-established and growing repairs contractor
• Supportive team environment with opportunities for career development