Customer Experience Manager

About the role

An exciting opportunity for an experienced Customer Experience Manager to lead a customer‑facing team in a growing, customer‑focused organisation. You will be responsible for operational performance, handling escalations and ensuring outstanding service throughout the customer journey.

Key responsibilities

• Lead, coach and develop a customer‑facing team.
• Drive team engagement, accountability and performance.
• Monitor operational KPIs, service levels and quality standards.
• Act as the escalation point for complex customer issues.
• Collaborate with multiple departments to improve service delivery.
• Identify trends and opportunities for continuous improvement.

Required profile

• Previous people‑management experience.
• Passion for delivering exceptional customer service.
• Experience managing escalations and resolving complex issues.
• Strong communication and stakeholder‑management skills.
• Ability to remain calm and make sound decisions under pressure.
• Experience working with KPIs, service levels or operational targets.

What we offer

• 27 days holiday plus bank holidays.
• Additional paid leave and long‑service rewards.
• Private healthcare, dental cover and 24/7 GP access.
• Enhanced pension contributions.
• Electric vehicle, cycle‑to‑work and technology schemes.
• Quarterly reward and recognition opportunities.
• Employee discounts, lifestyle benefits and regular social events.
• Ongoing career development opportunities.