Head of Customer Experience

Focus 5 Recruitment; Leeds; On-site; GBP 55,000 - 70,000; Full time

Job summary

Focus 5 Recruitment is seeking a passionate customer experience leader to own service delivery across multiple sites from Leeds head office, with regular travel to sites in the North and occasional travel to London. You will set high standards, coach customer-facing teams, and use feedback to drive improvements that boost satisfaction, reviews and referrals across the group.

The role offers scope to shape the customer journey as the business grows, maintaining exceptional standards and ensuring

Qualifications

• Proven track record leading customer experience or service leadership.
• Experience across multiple sites and travel.
• Strong coaching and team development abilities.

Responsibilities

• Set and maintain high standards of customer service across all locations.
• Understand customer feedback and drive improvements.
• Improve customer satisfaction, reviews and referrals.
• Coach, develop and motivate customer-facing teams.
• Improve end-to-end customer journey across locations, including initial contact.
• Share best practices across locations as the business grows.

Skills

Customer experience leadership

Multi-site management

Coaching & development

Customer feedback analysis

Job description

Do you believe exceptional customer service can transform a business?

We’re looking for a passionate customer experience leader to take ownership of customer service across a growing, multi-site business.

This is a role for someone who genuinely cares about the detail. Someone who notices the little things, understands what makes customers feel valued and takes real pride in creating experiences that people remember for the right reasons.

You’ll be based from the company’s Leeds head office but will spend regular time visiting customer-facing sites across the North, as well as occasional travel to London.

Your focus will be on ensuring consistently exceptional service delivery across every location.

What will you be doing?

You’ll take the lead on the customer experience delivered face-to-face, working closely with the teams who interact with customers every day.

You’ll spend time in the different locations, understanding what great customer service looks like in practice, identifying opportunities to improve and making sure the highest standards are consistently delivered.

You’ll be responsible for:

• Setting and maintaining high standards of customer service across all locations
• Understanding customer feedback and using it to drive improvements
• Improving customer satisfaction, reviews and referrals
• Coaching, developing and motivating customer-facing teams
• Identifying opportunities to improve the end-to-end customer journey, including the initial customer contact
• Sharing best practice across locations and ensuring consistency as the business grows
• Understanding how customer experience impacts retention, referrals, reputation and overall commercial performance
• Bringing new ideas and initiatives that raise the standard of service across the business

You’ll be visible and hands-on, spending time with the teams and customers rather than managing the experience from behind a desk.

What are we looking for?

We’re looking for someone who is genuinely passionate about customer experience and understands what exceptional service looks and feels like.

You may already be working in a customer experience or customer service leadership role, or you could be coming from a luxury hospitality, retail, leisure or other premium service environment where the customer experience is central to the success of the business.

You’ll be someone who:

• Has a proven track record of delivering exceptional customer service
• Understands how great customer experience contributes to commercial growth
• Is comfortable leading, coaching and motivating customer-facing teams
• Has a strong eye for detail and high personal standards
• Uses customer feedback and insight to identify opportunities for improvement
• Is commercially aware and understands the value of customer retention, reputation and referrals
• Is comfortable working across multiple locations and travelling regularly
• Is naturally proactive, energetic and enjoys making things better

Most importantly, you’ll care about the customer.

You’ll get genuine satisfaction from seeing standards improve, hearing great feedback and knowing that the experience you’ve helped create has made a difference.

This is a fantastic opportunity to join a business with significant ambition and a clear growth strategy.

The business has already established a strong presence across multiple locations and is continuing to expand. As that growth continues, customer experience will become increasingly important in maintaining the standards, reputation and customer loyalty that have helped the business get to where it is today.

You’ll have the opportunity to make a real impact, with the freedom to bring ideas, challenge existing ways of working and help shape what exceptional customer service looks like across the group.

There is also genuine scope for the role to grow with the business. As the number of locations increases, so will the influence and responsibility of the person leading customer experience.

For someone who is passionate about service, thrives on the detail and wants to build a career within a growing business, this is an exciting time to join.