Customer Experience Lead — Multi-Site Growth

Focus 5 Recruitment Ltd; Leeds; On-site; GBP 50,000 - 80,000; Full time

Job summary

Focus 5 Recruitment Ltd is seeking a passionate customer experience leader to own service delivery across a growing, multi-site business. Based in Leeds, you will spend time visiting customer-facing sites in the North and travel to London as needed.

You will set and maintain high standards of customer service across locations, use feedback to drive improvements, and coach customer-facing teams to deliver exceptional experiences that support retention and growth.

Qualifications

• Proven track record in customer experience leadership.
• Experience improving customer satisfaction across multiple sites.
• Strong coaching and development of customer-facing teams.

Responsibilities

• Lead customer experience across the group of sites.
• Visit sites regularly to observe and improve service delivery.
• Capture feedback and drive improvements across locations.
• Coach and motivate frontline teams to maintain high standards.
• Define and share best practices to ensure consistency as the business grows.
• Ensure seamless end-to-end customer journeys from initial contact to post-sale.

Skills

Leadership

Coaching & mentoring

Customer experience strategy

Attention to detail

Travel across locations

Tools

CRM systems

Job description

Focus 5 Recruitment Ltd is seeking a passionate customer experience leader to own service delivery across a growing, multi-site business. Based in Leeds, you will spend time visiting customer-facing sites in the North and travel to London as needed.

You will set and maintain high standards of customer service across locations, use feedback to drive improvements, and coach customer-facing teams to deliver exceptional experiences that support retention and growth.