Client Experience & Operations 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

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