Customer Experience Manager

United Living Group; Manchester; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading infrastructure company in Manchester is seeking an experienced Customer Experience Manager to enhance customer service and corporate social responsibility standards. The ideal candidate will ensure compliance with operating processes and manage a team effectively. Responsibilities include leading the resident liaison strategy, managing conflict resolution, and developing strategic relationships. The role demands strong communication skills and a background in customer-facing roles, offering a full-time contract in a dynamic environment.

Qualifications

• Strong written and verbal communication skills essential.
• Previous experience in a customer-facing role is required.
• Management skills to lead team members and resolve conflicts.

Responsibilities

• Ensure compliance with HSE & QA standards and policies.
• Lead the implementation of the resident liaison strategy.
• Monitor and manage conflict resolution effectively.

Skills

Proficiency in Microsoft Office packages

Strong written and verbal communication skills

Excellent presentation skills

Line management experience

Conflict resolution management

Customer-facing experience

Education

Appropriate CSCS card

Full Driving Licence

Project management experience

Job description

Join to apply for the Customer Experience Manager role at United Living Group.

Our Social Infrastructure team is responsible for promoting and delivering high standards of customer service and corporate social responsibility through the development, implementation and management of customer service standards and community events aligned with the company and regional business plans.

Responsibilities

• Ensure that United Infrastructures HSE & Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
• Ensure that the United Way of working is complied with and adopted into daily disciplines.
• Monitor the induction of Resident Liaison Officer employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into daily disciplines.
• Ensure that the resident liaison team consistently use the business work management system and that this standard practice is adhered to at all times. Be recognised as a system Super User.
• Demonstrate respect, sensitivity and discretion in a public‑facing role.
• Continuously look for improvements and innovation to ensure we are perceived as market leaders and the contractor of choice.
• Lead the planning, preparation and implementation of the resident liaison strategy in conjunction with the Operations Manager.
• Work collaboratively with Project Administration teams to coordinate efficient and effective communications at all times.
• Actively support the Operations Manager in the management of areas of opportunity and risk that may impact the business plan. Lead the team by example at all times and ensure that United Living is a centre of excellence.
• Establish and maintain key strategic relationships with internal and external stakeholders and ensure that liaison responsibilities are fully delivered for each project.
• Support the Contracts Managers to drive CSR activity in line with client aims and objectives, identifying, organising and coordinating the delivery of local‑level CSR events, recording and publicising key added value activity. Attend CSR activity events with clients and site teams.
• Produce regular KPIs for customer care for review by clients and Company management team.
• Ensure minimum standards are set, achieved, maintained and communicated on all customer care related activities as required.
• Support the business in the preparation of responses for PQQ and tender quality submissions, attending tender interviews or presentations where necessary.
• Attend regional management and site meetings and attend Client core group meetings as required.
• Assist in the organisation of reality checks for potential new clients/customers when visiting site. Ensure residents have been appropriately selected and resident liaison team are available to assist.
• Oversee the effective management of conflict, ensuring problems, disputes and complaints are fully investigated and resolved within specified time scales and outcomes are appropriately communicated to affected stakeholders.
• Manage all people responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve individual and business objectives.
• Manage all employee related matters, liaising with People Services as necessary.
• Responsible for ensuring strong working relationships are maintained with the operational and Commercial teams on each contract.
• Contribute fully to the development and implementation of Company policies and procedures.
• Market the business with existing and new clients to assist the business development team.
• Any other duties reasonably assigned.

Qualifications

• Appropriate CSCS card
• Proficiency in Microsoft Office packages
• Strong written and verbal communication skills
• Excellent presentation skills
• Full Driving LicenceProject management experience
• Proven ability to manage conflict resolution
• Line management experience
• Previous experience in a customer‑facing role

Additional Information

Join us at United Infrastructure today and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK. Please note that United Living has rebranded to United Infrastructure; our LinkedIn landing page will still display as “United Living,” but when you click “Apply,” it will redirect to “United Infrastructure.”

Seniority level: Mid‑Senior; Employment type: Full‑time; Job function: Other; Industries: Construction.

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