Customer Experience Manager

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

Job Title: Customer Experience Manager

Location: Exeter

Salary: £32,000 - £35,000 DOE

Hours: Full Time, Office Based

Key Benefits Include

• 27 days holiday plus bank holidays
• Additional paid leave and long-service rewards
• Private healthcare and dental cover
• 24/7 GP access and wellbeing support
• Enhanced pension contributions
• Electric vehicle, cycle-to-work and technology schemes
• Quarterly reward and recognition opportunities
• Employee discounts and lifestyle benefits
• Regular social events and networking opportunities
• Ongoing career development opportunities

About the Role

An exciting opportunity has arisen for an experienced Customer Experience Manager to join a growing and customer-focused organisation based in Exeter.

This is a fantastic opportunity for a passionate people leader who thrives on delivering exceptional customer experiences. You will play a key role in leading a customer-facing team, managing operational performance, handling escalations and ensuring customers receive an outstanding service at every stage of their journey.

Working closely with stakeholders across the business, you will drive service excellence, support continuous improvement initiatives and help create a positive and high-performing team culture.

This is a varied and fast-paced role that would suit someone who enjoys problem-solving, coaching others and building strong internal and external relationships.

Key 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 the escalation point for complex customer issues and service challenges.
• Ensure customers receive proactive, professional and solutions-focused support.
• Collaborate with multiple departments to improve service delivery and customer outcomes.
• Identify trends and opportunities for continuous improvement.
• Support the implementation of new processes and operational efficiencies.
• Build and maintain strong relationships with internal and external stakeholders.
• Provide performance updates and recommendations to senior leadership.
• Foster a positive, collaborative and customer-focused culture.

About You

Essential

• Previous people management experience.
• Passion for delivering exceptional customer service and customer experiences.
• Experience managing escalations and resolving complex issues.
• Strong communication and stakeholder management skills.
• Experience driving team performance and engagement.
• Ability to remain calm and make sound decisions under pressure.
• Strong organisational and prioritisation skills.
• Experience working with KPIs, service levels or operational targets.

Desirable

• Experience leading teams through change or transformation.
• Background within customer service, hospitality, travel, operations or client services.
• Experience implementing process improvements.
• Exposure to customer experience, service delivery or operational management environments.

Personal Attributes

• Passionate about delivering excellent customer experiences.
• Strong leadership and coaching skills.
• Excellent judgement and decision-making ability.
• Professional, positive and solutions-focused approach.
• Strong relationship-building skills.
• Adaptable and resilient.
• Collaborative team player.
• Committed to continuous improvement.

Ready to Make an Impact?

If you're an experienced people manager with a passion for customer experience and operational excellence, we'd love to hear from you.

This is an excellent opportunity to join a growing organisation where your contribution will make a genuine impact on both the team and the customer journey.

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.