Customer Excellence Manager

Customer Excellence Manager

Our client is a trusted retrofit installer, delivering renewable heating and insulation solutions to homes across the UK. They work with utility companies, housing associations, local authorities, and homeowners to make properties warmer and more affordable.

The Role

They are looking for a Customer Excellence Manager to lead and inspire high-performing teams across Customer Liaison, Customer Service, and Social Value. You’ll embed a culture of customer excellence, design best-practice processes, and identify opportunities to enhance the customer experience. Reporting to the Head of HR, Quality, and Compliance, you’ll play a key role in positioning the company as a market leader in customer service.

The role is Merseyside base.

What You’ll Do

• Lead teams to deliver outstanding customer service and care.
• Design and implement best-practice customer journey processes.
• Monitor complaints, compliments, and customer satisfaction to drive improvements.
• Manage Customer Liaison Officers, supporting their development and performance.
• Ensure social value commitments are delivered effectively and meet community obligations.
• Provide training and lead by example with excellent customer service behaviours.

What They are Looking For

• Proven experience in a Customer Excellence Manager or similar role.
• Experience in social housing, public sector, or retail maintenance is highly desirable.
• Strong strategic thinking with a track record of driving improvements.
• Excellent communication, stakeholder management, and analytical skills.
• Customer-focused approach with the ability to build and lead inclusive teams.