Customer Experience Manager

Michael Page (UK); Leicester; On-site; GBP 43,000; Full time

Job description

About Our Client

Our client is a dynamic and customer-focused business operating in a fast-paced, regulated industry. Committed to innovation and service excellence, they continuously challenge industry norms to enhance customer experiences. With a strong emphasis on data-driven decision-making and continuous improvement, they are dedicated to putting customers at the heart of their operations while maintaining a commercially strategic approach.

Job Description

• Lead and develop your team, coaching advisors to deliver excellent customer service and first-time resolution. (Team management circa 25 and growing)
• Own action plans alongside complaints handling and insights teams, spotting trends and working with teams to fix issues at the source.
• Use data from complaints, calls, sales, and billing to identify service improvements.
• Reduce repeat contact by resolving common customer issues effectively.
• Improve first-time resolution by ensuring inbound teams provide the right support from the start.
• Work closely with sales, billing, and digital teams to create smoother customer journeys.
• Support digital transformation by introducing smarter, more efficient ways of working.
• Monitor and improve key performance metrics like complaint reduction and customer satisfaction.
• Ensure compliance with industry regulations and maintain high service standards.
• Champion the customer in all decisions, making sure their needs are central to business improvements.

The Successful Applicant

• Experience leading teams in a fast-paced contact centre environment.
• Strong background in handling complaints and driving service improvements.
• Proven ability to use data to identify issues and implement effective changes.
• Experience working in a regulated industry, ensuring compliance and best practices.
• Commercially minded, balancing customer needs with business objectives.
• Skilled in coaching and developing teams to improve performance and retention.
• Confident working with senior stakeholders to influence service improvements.
• Hands-on approach to problem-solving and delivering first-time resolution.
• Experience in digital transformation or process improvement within a contact centre.
• Comfortable managing change and driving a culture of continuous improvement.

What's on Offer

• Competitive salary £43,000 per annum
• Bonus
• Opportunity to work in a vibrant and dedicated team
• Great location in Leicester
• Permanent position within a large organisation
• Chance to make a real impact in a growing Contact Centre