Customer Experience Manager

PM Property Lawyers; Sheffield; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a dynamic legal practice as a Customer Experience Manager at PM Property Lawyers. You will enhance the customer journey, manage complaints, and lead a team dedicated to client satisfaction. This role offers an opportunity to make a significant impact in a supportive and inclusive environment.

Qualifications

• Experience in customer experience management or a related field.
• Strong analytical skills to assess customer feedback.
• Ability to implement strategies for customer satisfaction.

Responsibilities

• Oversee and enhance the customer journey for clients.
• Manage daily operations of the customer experience team.
• Handle client complaints and ensure compliance with regulations.

Skills

Customer feedback analysis

Complaint handling

Team management

Problem-solving

Job description

Join our dynamic and fast-growing legal practice as a Customer Experience Manager at PM Property Lawyers.

We pride ourselves on delivering exceptional legal services to our clients through a team of dedicated professionals who value integrity, excellence, and client satisfaction.

Proddow Mackay Solicitors LLP, part of the PM Law Group, provides a wide range of legal services across multiple business units on a national basis. With over 30 years of experience, we are advocates, strategists, and innovators committed to delivering outstanding legal services.

We foster a culture of inclusivity and personal development, offering opportunities for our employees to shine and flourish. We invite you to be part of this environment.

As our Customer Experience Manager, you will oversee and enhance the customer journey for both new and existing clients, ensuring positive experiences at every touchpoint. Your responsibilities include analyzing customer feedback, identifying improvement areas, and implementing strategies to boost satisfaction and loyalty.

You will also manage the customer experience team daily, oversee client complaint handling in compliance with regulatory and statutory requirements, investigate concerns, identify root causes, and implement solutions to prevent recurrence. Additionally, liaising with the Legal Ombudsman and preparing reports on complaint trends for senior management and the PM Law Group Board will be part of your role.