Regional Customer Experience Leader

Sustainable Smart Technologies Ltd.; United Kingdom; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Company Car/Car Allowance

Discretionary Bonus Scheme

Enhanced pension contributions

Employer paid Healthcare Cash Plan

Enhanced Maternity Pay

Employee Assistance Programme

CPD support

Job summary

Sustainable Building Services seeks an experienced Regional Customer Care Manager to lead the CLO team across multiple regions, shaping a proactive, customer-focused culture. You will drive performance, standards and improvements in collaboration with operations, marketing and technical teams.

The role emphasizes leadership, process enhancement and data-driven decision making in domestic retrofit projects, with hybrid office and site presence across the region and regular travel.

Qualifications

• Experience leading customer care or service delivery teams.
• Strong communication and problem-solving skills.
• Experience using CRM data to drive performance.
• Willingness to travel regionally and hold a full UK driving licence.

Responsibilities

• Lead and develop regional CLO team, setting expectations, managing performance, supporting recruitment and training, and building a culture of accountability, empathy and continuous improvement.
• Provide visible leadership across projects and live sites, working closely with project, operational, technical and SHEQ teams.
• Ensure every project has a robust customer-care approach covering engagement, appointments, surveys, installation, handover, aftercare and complaints.
• Oversee complex or high-risk customer issues and ensure effective service recovery.
• Monitor complaints, missed appointments, access issues and recurring customer concerns, identifying opportunities to improve how SBS operates.
• Ensure customer needs, vulnerabilities, accessibility requirements and reasonable adjustments are recognised and appropriately managed.
• Work with other Regional Customer Care Managers to establish and maintain SBS standards for customer care.
• Use customer feedback, data and quality findings to drive practical, measurable improvements.
• Support the development and adoption of CRM, workflow, reporting and other digital customer-care systems.
• Work with Marketing to ensure customer information is clear, accessible, inclusive and easy to understand.
• Own regional customer-care performance reporting and customer insight reporting.
• Support social value delivery and community engagement across the region.

Skills

Leadership

CRM

Data analysis

Communication

Microsoft 365

Stakeholder management

Education

Relevant management qualification

Tools

CRM software

MS 365

Job description

Sustainable Building Services seeks an experienced Regional Customer Care Manager to lead the CLO team across multiple regions, shaping a proactive, customer-focused culture. You will drive performance, standards and improvements in collaboration with operations, marketing and technical teams.

The role emphasizes leadership, process enhancement and data-driven decision making in domestic retrofit projects, with hybrid office and site presence across the region and regular travel.