Customer Experience Director

Apogee; Maidstone, Lincoln; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working options

33 days holiday including bank holidays

Enhanced family friendly benefits

Pension scheme

Mental health support programme

Discounted Gym Membership

Employee social events

Job summary

Apogee is seeking a Customer Experience Lead to manage its Customer Experience and Contact Centre teams across Maidstone & Lincoln. You will ensure exceptional customer interactions through phone, chat, and digital platforms.

This role focuses on unifying processes and cultivating a customer-first culture while managing an expanding service portfolio. You will drive transformation initiatives and enhance efficiency across all customer touchpoints.

Qualifications

• Experienced leader managing high volumes of customer queries.
• Strong knowledge of managed print and IT managed services.
• ITIL v4 certified, with knowledge of ISO20000-1 standards.
• Proven track record in driving transformation initiatives.
• Excellent communicator with strong stakeholder management skills.
• Skilled in managing SLAs, XLAs, and KPIs.

Responsibilities

• Lead and develop customer service teams across UK locations.
• Drive operational excellence in customer interactions.
• Create scalable processes for enhanced efficiency.
• Ensure customer support aligns with technical strategies.
• Monitor KPIs and SLAs for measurable success.
• Optimise performance through resource planning.

Skills

Leadership of large-scale customer contact centres

Knowledge of IT Managed Services

ITIL v4 certification

Experience in organisational change

Strong stakeholder management skills

Managing ITSM platforms

Managing services through SLAs and XLAs

Building customer service departments

Empathy and operational discipline

Job description

Location: Hybrid working with office locations in Maidstone & Lincoln.

ABOUT US

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations!

JOB DETAILS

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case‑by‑case basis, in line with our policy on the recruitment of ex‑offenders.

You will lead our Customer Experience and Contact Centre teams, bringing together multiple geographically dispersed groups into one high‑performing, customer‑obsessed operation. With approximately 100 people under your leadership, you will ensure every customer interaction – whether through phone, chat, or digital platforms – delivers exceptional outcomes.

You will focus on unifying processes, simplifying systems, and embedding an outstanding customer‑first culture across the business. This will demand exceptional leadership, operational discipline, and the ability to balance professionalism with empathy as you drive significant change.

Your remit will extend across managed print, IT managed services, and emerging technology solutions. You will ensure quality, responsiveness, and satisfaction remain at the heart of everything, even as our complexity and service portfolio expand.

KEY RESPONSIBILITIES

• Lead, inspire, and develop customer service and contact centre teams across multiple UK locations.
• Drive operational excellence across all customer touchpoints, ensuring every interaction reflects Apogee’s commitment to service quality.
• Create streamlined and scalable processes that enhance efficiency and deliver a consistent customer experience.
• Collaborate with senior leaders to ensure customer support and onboarding requirements are represented in all technical and operational strategies.
• Establish, monitor, and continuously refine KPIs, SLAs, and XLAs to ensure accountability and measurable success.
• Oversee resource planning and workforce utilisation to optimise performance and maintain profitability.
• Champion customer success by ensuring services align with client expectations and deliver tangible business value.
• Maintain compliance with ISO, CE+, and GDPR standards, embedding best practice across all service operations.
• Mentor, coach, and develop leadership capability within the customer experience and support functions to build a strong succession pipeline.
• Act as the senior point of escalation for complex customer issues, ensuring swift, transparent resolution.
• Partner with vendors and internal stakeholders to uphold compliance, strengthen accreditations, and support Apogee’s long‑term growth ambitions.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This involves hybrid working with office locations in Maidstone & Lincoln.

Closing Date: Wednesday 22nd October

SKILLS AND EXPERIENCE REQUIRED

• Experienced leader of large‑scale customer contact centres handling high volumes of tickets or queries.
• Strong knowledge of IT Managed Services, Managed Print Solutions, and multi‑vendor environments.
• ITIL v4 certified with knowledge of ISO20000-1 standards.
• Proven track record in managing organisational change and driving transformation initiatives.
• Excellent communicator with strong stakeholder management skills.
• Experienced in implementing and managing ITSM platforms.
• Skilled in managing services through SLAs, XLAs, and KPIs.
• Evidence of building or scaling a customer service department or offering from the ground up.
• Empathetic, professional, and operationally disciplined, with a focus on delivering exceptional customer outcomes.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programmeCycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

WHY JOIN APOGEE

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.