Customer Experience Lead: People & Service Excellence

Office Angels; Exeter; On-site; GBP 32,000 - 35,000; Full time

Benefits offered by this job

27 days holiday

Private healthcare

Dental cover

GP access and wellbeing support

Enhanced pension contributions

EV/cycle-to-work schemes

Quarterly rewards

Employee discounts

Regular social events

Career development opportunities

Job summary

Office Angels in Exeter is seeking a Customer Experience Manager to lead a customer-facing team and drive exceptional service delivery. You will manage operational performance, handle escalations and collaborate with stakeholders to continually improve customer journeys and outcomes.

This pivotal role suits a people-focused leader who thrives on coaching and building strong internal and external relationships.

Qualifications

• Experience leading a customer-facing team.
• Strong communication and stakeholder management skills.
• Proven ability to handle escalations and resolve complex issues.
• Track record of driving team performance and engagement.
• Ability to remain calm and make sound decisions under pressure.
• Experience working with KPIs and service levels.

Responsibilities

• Lead, coach and develop a customer-facing team.
• Drive team engagement, accountability and performance.
• Monitor operational KPIs, service levels and quality standards.
• Act as escalation point for complex customer issues.
• Ensure proactive, professional and solutions-focused support.
• Collaborate with multiple departments to improve service delivery.
• Identify trends and opportunities for continuous improvement.
• Support implementation of new processes and efficiencies.
• Build and maintain relationships with stakeholders.
• Provide performance updates to senior leadership.
• Foster a positive, customer-focused culture.

Skills

People management

Customer experience

Escalation management

Communication

Stakeholder management

Team performance

Decision making under pressure

Organisational skills

KPIs / service levels

Job description

Office Angels in Exeter is seeking a Customer Experience Manager to lead a customer-facing team and drive exceptional service delivery. You will manage operational performance, handle escalations and collaborate with stakeholders to continually improve customer journeys and outcomes.

This pivotal role suits a people-focused leader who thrives on coaching and building strong internal and external relationships.