Customer Experience Manager

About the role

Join a fast‑paced contact centre in Durham as a Customer Experience Manager. You will lead a team of Customer Experience Specialists, ensuring a customer‑first culture while working across a 7‑day service schedule.

Key responsibilities

• Coach, motivate and develop a team of specialists, fostering engagement and resilience.
• Promote a customer‑first mindset and support the team to deliver high‑quality outcomes.
• Identify and implement process improvements and support wider programme changes.
• Ensure compliance with legal, regulatory and company requirements, completing governance training.
• Act as a role model, demonstrating strong leadership, professionalism and clear communication.

Required profile

• Proven experience leading, motivating and developing a team to achieve results.
• Strong customer focus with a commitment to excellent outcomes.
• Ability to spot improvement opportunities, solve problems and drive change.
• Good understanding of regulatory and governance requirements.
• Excellent communication skills with the ability to inspire and influence.

Required skills

What we offer

• 4‑week initial training programme combining classroom learning and job shadowing.
• Ongoing leadership development and flexible working arrangements.
• Competitive salary of £30,790 per year.
• Supportive, collaborative team environment that values wellbeing, respect and engagement.