Customer Experience Performance Manager

CCA Recruitment Group; Hemel Hempstead; Hybrid; GBP 31,000 - 52,000; Full time

Job summary

CCA Recruitment Group is seeking a Customer Experience Performance Manager in Hemel Hempstead, with a 2 days in-office/3 days WFH hybrid setup. The role offers a permanent contract, 35 hours per week, Mon-Fri, and a salary up to £52,000 DOE plus benefits.

You will collaborate with Operations, Learning & Development and the Customer Excellence team to raise quality standards and drive data-informed improvements.

Qualifications

• Experience leading quality assurance in a customer contact centre.
• Proven track record in continuous improvement and performance management.

Responsibilities

• Provide clear performance and improvement reporting to stakeholders.
• Be the link between quality assurance, customer feedback, complaints, operational performance, workforce, process and system data, creating one coherent view of performance and improvement.
• Develop and maintain dashboards and insights translating data into trends, risks and actions.
• Design, prioritise and coordinate process improvements across the operation.
• Implement measures of success and benefit tracking.

Skills

Data dashboards

Quality assurance

Continuous improvement

Stakeholder reporting

Process optimization

Coaching & development

Tools

CRM systems

Job description

Role: Customer Experience Performance Manager
Location: Hemel Hempstead (2 days office/3 days WFH)
Salary: Up to £52,000 DOE + benefits
Hours: 35 hours per week Mon-Fri (to business needs)
Term: Permanent

I am looking to recruit an experienced contact centre Customer Experience Performance Manager to join my client based in Hemel Hempstead on a permanent basis. Working closely with the Operations Managers, Team Leaders, Learning & Development and Customer Excellence/Insight team to drive the Customer Operations quality assurance, setting out clear standards, measures, governance and improvement. Responsible for monitoring operational output, driving data-informed improvements, and ensuring compliance with industry or regulatory standards.

Do you have experience as a Customer Experience Performance Manager leading quality assurance, continuous improvement or business performance activity in a customer operations contact centre?

Can you combine analysing and performance drivers to improve customer excellence?

Role of the Customer Experience Performance Managerr:

• Provide clear performance and improvement reporting to stakeholders.
• Be the link between quality assurance, customer feedback, complaints, operational performance, workforce, process and system data, creating one coherent view of performance and improvement.
• Develop and maintain data dashboards and insight that translate complex data into clear trends, risks, priorities and recommended actions
• Design, prioritise and coordinate process improvements across the operation. Embed a culture of continuous improvement.
• Implement measures of success and benefit tracking so that the impact of improvements.
• Work with Team Leaders, operational managers and L&D team to define what good looks like and translate quality insight into coaching, learning and capability plans
• Ensure data, quality activity and improvement documentation are accurate, controlled and handled in line with company requirements.