Office/Customer Experience Manager - Belfast

Brenntag; Belfast; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading logistics company is seeking an Office/Customer Experience Manager for their Belfast depot. This role involves managing customer service and administrative teams, ensuring efficient office operations, and implementing customer experience strategies. The ideal candidate will have a strong management background, excellent communication skills, and a proactive approach to leadership, driving improvements in customer engagement and team performance.

Qualifications

• Previous management experience in customer services or office management environments.
• Strong people management and leadership skills.
• Good organizational skills for daily office operations.

Responsibilities

• Deliver effective management of office staff and lead customer experience activities.
• Ensure standard office procedures are applied efficiently.
• Provide team development through training and performance management.

Skills

Management experience

People management

Customer experience methodologies

Communication skills

Commercial acumen

Job description

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Office/Customer Experience Manager - Belfast, Belfast

Location: Belfast, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 822dd05e5c24

Job Views: 7

Posted: 19.08.2025

Expiry Date: 03.10.2025

Job Description:

We have a great opportunity for an Office/Customer Experience Manager at our depot in Belfast.

About the role:

As a member of the depot senior management team, deliver effective management and control of all relevant direct & indirect office staff (direct - stock/purchasing/business support, and indirect - credit control) processes and controls, and lead CX activities, in line with the overall business processes and procedures to ensure targets and objectives are delivered on a consistent basis.

As a depot CX Manager, it is your responsibility to:

• Lead both the Customer Service and Admin teams (stock/purchasing/credit control) in delivering the day-to-day office processes in line with company procedures.
• Be responsible for ensuring that standard office procedures (financial/admin/HR, etc.) are applied and are working efficiently and effectively.
• Deliver appraisals, training, and staff development.
• Work with strategic direction, lead and implement a customer experience improvement plan.
• Define and measure long-term success through customer engagement and retention.
• Manage customer feedback loops, leveraging CX data to inform engagement strategies.
• Continuously challenge each department to improve quality and collaborative efforts to deliver exceptional results.
• Grow relationships with clients, including ongoing communication and meetings, maintaining close dialogue about their priorities.
• Lead projects responsible for high-profile insights and recommendations for CX, UX, & customer journeys.
• Develop the team and their CX & commercial knowledge and performance, promoting improvements to embed our Customer Experience Strategy.
• Review business reports and complete relevant system administration aligned to sales order processing, ensuring cost, pricing, and gross margin correctness for invoicing.
• Analyze on-time-in-full data to devise and deliver improvements.
• Provide regular reports to the General/Regional Manager, and agree on remedial actions where required.
• Undertake any reasonable tasks assigned by the General/Regional Manager related to the effective and efficient performance of the job, within the post holder's skills and abilities.
• Promote and comply with all statutory and company safety policies, instigating work practices that result in a safe and healthy workplace.

As the successful candidate, you will:

• Have previous management experience, preferably in Customer Services/Office Management environments.
• Understand Customer Experience Methodologies and their application in a B2B environment.
• Possess strong people management and leadership skills, with a proactive approach to motivate staff to achieve objectives.
• Have good commercial acumen, capable of developing and maximizing profit within a driven environment.
• Be well-organized in managing daily office operations at the depot.
• Have excellent communication skills, with the ability to build key relationships with internal and external customers.

At least one job must be selected to apply.