Customer Experience Manager

New Homes Law; Chelmsford; On-site; GBP 40,000 - 45,000; Full time

Job summary

An established industry player is seeking a proactive Customer Experience Manager to join their dynamic Operations team. This role is pivotal in ensuring client satisfaction by resolving day-to-day issues and promoting a 'Client First' culture. Candidates should have a minimum of 2 years' experience in customer service, strong communication skills, and the ability to handle challenging situations calmly. The company offers a supportive environment with a focus on professional development, competitive remuneration, and a range of attractive perks, making it an exceptional place to advance your career.

Benefits

Enhanced annual leave allowance

Casual Fridays

Personal Development Plan

Supportive Culture

Performance Related Bonus Scheme

Free eye tests and discounted eyewear

Employee of the month recognition

Qualifications

• 2+ years in customer experience or complaint handling roles.
• Strong verbal and written communication skills.

Responsibilities

• Act as primary contact for client issues via phone and email.
• Manage and respond to online reviews professionally.

Skills

Customer Service

Communication Skills

Problem Solving

KPI Monitoring

Tools

Customer Service Software

Job description

Days/hours of work: Monday to Friday, 9am - 5pm

Department: Operations

Reports to: Operations Director

Salary & Benefits

• Base Salary: £40,300 to £45,000 per annum (depending on experience)

About New Homes Law:

New Homes Law is a leading, dynamic, client-focused legal services provider specialising in residential property transactions across the UK. We work with some of the country’s top new build developers and shared ownership housing associations, delivering a seamless and customer-focused experience. Our modern, forward-thinking approach combines expert legal advice with cutting-edge technology, ensuring an efficient and transparent journey for every customer. At New Homes Law, we invest heavily in innovation, professional development, and customer satisfaction, making us a trusted partner in the property sector and an exceptional place to build your career. As our business grows, we’re looking for an experienced Customer Experience Manager to join our team.

Your New Role:

We are seeking an experienced and proactive Customer Experience Manager to join our Operations team on a full-time basis. You will be the first point of contact for handling day-to-day client issues across verbal and electronic channels, ensuring swift resolution without escalation.

This is a hands-on, standalone role requiring excellent communication, sound judgement, and a passion for service excellence. You will also play a key role in embedding a 'Client First' culture across the business.

Key Responsibilities:

• Act as the primary contact for resolving day-to-day client issues via phone, email, and other platforms.
• Manage and respond to all online reviews (e.g., Trustpilot and Google) in a professional and timely manner.
• Ensure high levels of client satisfaction by identifying and resolving service issues before escalation.
• Monitor customer service levels and generate regular KPI reports for management review.
• Promote and help embed a 'Client First' culture across the business, including providing Customer Service training and coaching to the wider team.
• Identify trends, recommend service improvements to the Operations Director and implementing process improvements where necessary.
• Maintain accurate records of client interactions and resolutions using customer service software and internal systems.
• Collaborate closely with other teams to ensure a seamless client experience.
• Support with any other duties necessary with the level of responsibility of this role as needed.

Requirements:

• Minimum 2 years’ experience in customer experience, customer service, or a complaint handling role.
• Strong verbal and written communication skills with a confident and empathetic approach.
• Ability to remain calm under pressure and manage difficult conversations effectively.
• Experience in monitoring KPIs and producing management reports.
• Professional and proactive approach to managing client feedback, including online reviews.
• Comfortable working independently and using judgement to make decisions within defined parameters.

Desirable:

• Experience within a legal or regulated environment.

Compensation & Benefits workings at New Homes Law:

In return, you can expect to work closely with an energetic team where your efforts and success will be noticed. We offer a competitive remuneration package as well as:

• Enhanced annual leave allowance including Christmas shut down and birthday leave.
• Casual Fridays: Employees can enjoy a relaxed dress code and complimentary lunch on Fridays.
• Personal Development Plan tailored for your development
• Supportive Culture: A friendly, family-like atmosphere with a focus on employee well-being and career development.
• Performance Related Bonus Scheme
• A selection of breakfast items, hot and cold drinks
• Free eye tests and discounted eyewear
• Reward and recognition scheme: Employee of the month.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.