Customer Experience Manager

Tate Recruitment; Kings Langley; On-site; GBP 35,000 - 40,000; Full time

Job summary

A recruitment agency is seeking a Customer Experience Manager to lead a team in Kings Langley. This role involves delivering high-quality service, coaching team members, and collaborating across departments. Ideal candidates have proven experience in customer service management, strong leadership skills, and proficiency in CRM systems like HubSpot. This position offers a competitive salary of £35,000 to £40,000 and the chance to shape customer service for a forward-thinking company.

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 consistently deliver high-quality service.
• Collaborate across departments to enhance customer satisfaction.
• Coach and develop team members to reach their full potential.

Skills

Customer experience/service management

Leadership

Coaching

Communication

Problem-solving

Negotiation

Tools

HubSpot

Job description

Customer Experience Manager

Kings Langley, office based

Full-Time | Permanent, Monday to Friday early finish on Friday

£35,000-£40,000 dependent on experience

Primary Purpose of the Role

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.

Key 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

What This Client is Looking For

• 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.