Customer Experience Manager

Your new company
A well-established and customer-focused organisation is seeking a Customer Experience Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey. This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.

Your new role
You will have full line management responsibility for the team. This includes providing clear direction, support and day-to-day leadership to create a positive, accountable and high-performing working environment. Alongside leading the team, you will take ownership of the complaints and escalation process and drive improvements across the wider customer journey.

Leading, motivating and developing the team, setting clear expectations and creating a positive, accountable working environment
Managing the team's day-to-day performance and ensuring consistently high standards of service
Managing complex customer complaints and escalations from investigation through to resolution
Identifying the root causes of complaints, recurring issues and service failures, and working with relevant departments to implement corrective actions
Leading and continually improving the customer onboarding journey
Managing customer feedback programmes, including NPS, CSAT and customer surveys
Analysing customer feedback, operational information and complaints data to identify trends, risks and improvement opportunities
Working closely with departments including Sales, Operations, Finance and Customer Service to improve handovers, billing accuracy and service delivery
Developing and maintaining clear customer service standards, processes and guidance
Creating and implementing call-quality measures and coaching the team on what excellent service looks like
Producing customer insight reports and dashboards for management and senior leadership
Tracking improvement actions, owners, deadlines and measurable outcomes
Championing a customer-first culture and representing the voice of the customer across the wider business

What you'll need to succeed
You'll be an experienced customer service or customer experience leader with previous line management responsibility in a fast-paced environment. You will be confident setting high standards, managing performance and supporting a team to deliver an excellent and consistent service. Alongside your leadership experience, you'll be comfortable handling complex complaints, using customer insight to identify improvements and working collaboratively with senior stakeholders across the business.
You'll also have:

Previous line management experience within customer service, customer experience or a similar service-led environment
A supportive but accountable leadership style, with the ability to motivate, coach and develop a team
Strong experience managing escalated customer complaints and service recovery
Experience implementing or managing NPS, CSAT or other customer feedback programmes
The ability to analyse complaints, feedback and performance data to identify root causes and recurring issues
Experience improving customer journeys, processes and service standards
Confidence working across multiple departments and influencing senior stakeholders
Experience producing reports, dashboards and presentations for leadership teams
A hands-on, results-focused approach and the confidence to support business-critical issues
Excellent written and verbal communication skills
Strong organisation, prioritisation and problem-solving skills
A customer-centric approach that balances empathy, accountability and commercial awareness

What you'll get in return

Competitive salary between £35,000 - £40,000 and benefits package
A genuine people management opportunity with full responsibility for leading and developing a team
Ownership of key customer programmes, including complaints, onboarding, customer feedback and service improvement
Exposure to senior stakeholders and leadership teams
A varied role combining customer service, investigation, reporting and process improvement
Supportive and collaborative working environment
The chance to make a tangible impact on customer experience and service delivery

This role would suit a confident and commercially minded customer service leader who enjoys developing people, setting high standards and creating a positive…