Customer Experience Manager — Lead, Coach & Optimize

Anderson Recruitment Ltd; Stroud; On-site; GBP 30,000 - 42,000; Full time

Job summary

Anderson Recruitment Ltd in Stroud is seeking a proactive Customer Service Team Lead to manage a growing team of 5–8, leading by example, handling complex customer issues and driving service improvements across channels. This role blends hands-on support with data analysis, creating reports, spotting trends and implementing preventative solutions to enhance customer experience and efficiency.

The ideal candidate will coach colleagues, maintain high service levels, and collaborate with other

Qualifications

• Experience leading a customer service team.
• Strong data analysis and reporting skills.
• Excellent communication and problem-solving abilities.
• Ability to manage KPIs and service levels.

Responsibilities

• Lead and develop a growing Customer Service team of 5–8.
• Manage performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and coaching.
• Monitor workloads, response times and queues.
• Act as main escalation point for complex issues.
• Resolve complaints professionally and ensure positive outcomes.
• Deliver an exceptional customer experience across channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and implement improvements.
• Identify recurring issues and preventative solutions.

Skills

Leadership

Team management

Customer service

Data analysis

KPI management

Tools

CRM software

Job description

Anderson Recruitment Ltd in Stroud is seeking a proactive Customer Service Team Lead to manage a growing team of 5–8, leading by example, handling complex customer issues and driving service improvements across channels. This role blends hands-on support with data analysis, creating reports, spotting trends and implementing preventative solutions to enhance customer experience and efficiency.

The ideal candidate will coach colleagues, maintain high service levels, and collaborate with other