Client Experience Manager

Elevation Recruitment Group; Leicester; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Company pension

Westfield Health

Perkbox

Cycle to Work

Tech Pack schemes

Job summary

Elevation Recruitment Group are partnered with a rapidly growing business to recruit a newly created Client Experience Manager in Leicester. This is a strategic role to bring together the Customer Support and Logistics teams, drive performance and elevate the customer experience as the business expands.

Reporting to the Managing Director, you will lead Customer Support Advisors, a Deputy Manager and driver operations, own end-to-end journey improvements, manage KPIs and service levels, handle

Qualifications

• Experience leading and developing customer service or operational teams.
• Strong people management and performance management skills.
• Confidence handling customer complaints and challenging situations.
• Experience managing KPIs, service levels and operational performance.
• A track record of improving processes and driving service excellence.
• A proactive, hands-on approach with excellent communication skills.

Responsibilities

• Leading, motivating and developing the teams, creating a culture of accountability and excellent customer service.
• Improving the end-to-end customer journey, from initial enquiries and quotations through to sample collections and delivery of analytical reports.
• Driving KPIs, service standards and performance, ensuring clients receive timely responses and reports.
• Managing customer complaints and escalations, protecting relationships through effective communication and problem-solving.
• Mentoring the existing Deputy Manager and developing future leadership capability.
• Overseeing driver performance, logistics, route planning, fleet efficiency and operational standards.
• Working closely with laboratory teams to improve communication, service delivery and operational efficiency.
• Identifying process improvements and implementing changes to support continued business growth.

Skills

People management

KPI tracking

Customer service

Process improvement

Communication

Operations leadership

Job description

Leicester | Up to £45,000 DOE + On-Call Allowance | Permanent

Ready to take the next step in your management career?

Elevation Recruitment Group are partnered with a rapidly growing business to recruit a newly created Client Experience Manager.

With ambitious growth plans, the business is investing in its people and operations and now needs a dedicated leader to bring its established Customer Support and Logistics teams together, drive performance and take the customer experience to the next level.

This is a fantastic opportunity to take ownership, develop an existing team and make a tangible impact on how a growing business operates.

What's on Offer?

• Salary up to £45,000 DOE.
• Additional on-call allowance (approximately 1 week in 4).
• Monday to Friday, 40 hours per week – office based.
• Company pension, Westfield Health and Perkbox.
• Cycle to Work and Tech Pack schemes.
• Ongoing training and development.

The Role

Reporting directly to the Managing Director, you'll oversee the customer support and sample logistics functions, leading Customer Support Advisors, an existing Deputy Manager and a day and night driver operation.

Your responsibilities will include:

• Leading, motivating and developing the teams, creating a culture of accountability and excellent customer service.
• Improving the end-to-end customer journey, from initial enquiries and quotations through to sample collections and delivery of analytical reports.
• Driving KPIs, service standards and performance, ensuring clients receive timely responses and reports.
• Managing customer complaints and escalations, protecting relationships through effective communication and problem-solving.
• Mentoring the existing Deputy Manager and developing future leadership capability.
• Overseeing driver performance, logistics, route planning, fleet efficiency and operational standards.
• Working closely with laboratory teams to improve communication, service delivery and operational efficiency.
• Identifying process improvements and implementing changes to support continued business growth.

About You

You could be an established Customer Service Manager, Customer Operations Manager or Service Delivery Manager, or a high-performing Customer Service Team Leader or Supervisor ready for your next step.

You’ll bring:

• Experience leading and developing customer service or operational teams.
• Strong people management and performance management skills.
• Confidence handling customer complaints and challenging situations.
• Experience managing KPIs, service levels and operational performance.
• A track record of improving processes and driving service excellence.
• A proactive, hands-on approach with excellent communication skills.

Experience within laboratory services, environmental services, manufacturing, production, logistics or another operationally driven environment would be advantageous. Knowledge of ISO 17025 or fleet management would be beneficial but isn’t essential.

Ready to make your mark?

If you’re looking for a broader management opportunity where you can develop people, improve operations and genuinely influence the customer experience, we’d love to hear from you.