Customer Experience Manager

Clearline Recruitment Ltd; England; Hybrid; GBP 31,000 - 34,000; Full time

Job summary

A recruitment agency in Brighton is seeking a Customer Experience Manager to enhance customer feedback management and ensure compliance. This hybrid role offers a salary between £31,000 and £34,000 annually, with benefits including an additional day off for your birthday and opportunities for learning and development.

Benefits

Hybrid working after induction

Additional day off for your birthday

Holiday entitlement increasing up to 25 days with service

Two learning and development days per year

Opportunities to travel and experience company trips

Supportive and people-first culture

Qualifications

• Proven background in customer service management, compliance, or quality assurance.
• Strong communication and conflict resolution skills.
• Ability to analyse data and present actionable recommendations.

Responsibilities

• Act as the central point for all customer feedback and complaints.
• Lead customer service meetings and drive continuous improvement initiatives.
• Ensure compliance with relevant regulatory requirements.

Skills

Customer service management

Strong communication skills

Conflict resolution skills

Data analysis

Project management

Job description

Overview

Role: Customer Experience Manager
Location: Brighton (Hybrid - 3 days in office)
Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person)
Pay: £31,000 - £34,000 per annum

An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton.

Benefits

• Hybrid working after induction
• Additional day off for your birthday
• Holiday entitlement increasing up to 25 days with service
• Two learning and development days per year
• Opportunities to travel and experience company trips
• Supportive and people-first culture

The Requirements

• Proven background in customer service management, compliance, or quality assurance
• Strong communication and conflict resolution skills, with experience handling sensitive issues
• Ability to analyse data, identify trends, and present actionable recommendations
• Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR)
• Experience in designing and delivering training
• Strong organisational and project management skills
• (Desirable) Experience within the travel or education sector
• (Desirable) Experience as a Data Protection Officer or in a similar compliance role
• (Desirable) Familiarity with safeguarding and inclusion standards
• (Desirable) Awareness of AI and its application in customer experience

The Role

• Act as the central point for all customer feedback and complaints
• Gather, assess, and report feedback to identify root causes and recommend improvements
• Lead customer service meetings and drive continuous improvement initiatives
• Support internal teams with customer engagement and issue resolution
• Ensure compliance with relevant regulatory and insurance requirements
• Serve as Data Protection Officer, managing breaches, compliance logs, and training
• Oversee terms and conditions updates and internal communication
• Design and deliver customer service training and service excellence programmes
• Collaborate on cross-departmental projects to enhance customer insight
• Support insurance renewals, claims, and H&S initiatives
• Promote safeguarding and inclusion across the business
• Provide strategic guidance on responsible AI adoption to improve productivity and customer experience

If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pm