Customer Experience Manager

Tate; Hunton Bridge; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading customer service company in the UK is seeking a Customer Experience Manager to lead their team and enhance service quality. This role involves inspiring a team, ensuring compliance with policies, and driving improvements in customer satisfaction. The ideal candidate will have proven experience in customer service management and excellent leadership skills. If you are passionate about customer experience and ready to make a positive impact, we want to hear from you.

Qualifications

• Proven experience in customer experience/service management.
• Strong leadership and coaching skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Inspire and support a team to deliver high-quality service.
• Champion a culture of adaptability and continuous improvement.
• Collaborate to streamline operations and enhance customer satisfaction.

Skills

Customer experience/service management

Leadership skills

Proficiency in CRM systems

Communication abilities

Problem-solving

Negotiation skills

Teamwork

Tools

HubSpot

Job description

Overview

Are you a passionate leader with a drive for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where your ideas and leadership can make a real impact? Our client is seeking a Customer Experience Manager to lead their dedicated team and champion a culture of excellence. As Customer Experience Manager, you'll be at the heart of the business, leading a customer focused team to deliver first-class service to every customer. You'll work closely with the Head of Internal Sales & Customer Excellence to align departmental performance with the company's strategic goals, while fostering a positive, collaborative and high-performing environment.

Responsibilities

• Inspire and support a team of 8 to consistently deliver high-quality service
• Champion a culture of adaptability, positivity and continuous improvement
• Collaborate across departments to streamline operations and enhance customer satisfaction
• Represent the Customer Service team internally and externally with professionalism and enthusiasm
• Supervise daily operations and ensure KPIs are met
• Coach and develop team members to reach their full potential
• Lead recruitment, onboarding and performance reviews
• Manage training plans, team rota and personnel matters including absences and holiday requests
• Monitor customer interactions and implement strategies to improve satisfaction
• Investigate service calls to identify root causes and drive corrective actions
• Support the team with complex queries and liaise with Finance on invoice issues
• Ensure compliance with company policies and end-user guidelines

Qualifications

• Proven experience in customer experience/service management
• Strong leadership and coaching skills
• Proficiency in CRM systems (HubSpot preferred)
• Excellent communication and problem-solving abilities
• Adaptable, empathetic and skilled in negotiation
• A team player who builds strong relationships across the business

This is more than just a management role, it's an opportunity to shape the future of customer service within a forward-thinking company. If you're ready to lead with purpose and make a lasting impact, we'd love to hear from you.