Customer Experience Manager

Customer Experience ManagerLocation- Hemel HempsteadSalary- Up to £42,000Role- Permanent Fortus Recruitment Group is a leading recruitment agency specialising in the repairs and maintenance industry. We are currently working with a well-established client who is seeking a skilled Resident Liaison Officer to join their planned maintenance team in the Dover and surrounding area. This role focuses on external projects including window and roofing replacements.We''re hiring a Customer Experience Manager to join our team in Hemel Hempstead.The RoleThis position focuses on improving the overall customer journey, building strong relationships, and ensuring a high standard of service across all interactions. You''ll lead on customer engagement, oversee service delivery, and use data and feedback to drive continuous improvement.Key Responsibilities Lead teams to deliver excellent customer and client experiencesManage relationships with customers and clients, ensuring expectations are met or exceededHandle escalations, complaints, and service issues, identifying root causes and implementing long-term solutionsUse data, feedback, and insights to improve services and enhance customer satisfactionDevelop and refine customer journey processes to increase efficiency and consistencySupport community engagement initiatives and strengthen stakeholder relationshipsMonitor performance through KPIs and drive ongoing improvementsLead, support, and develop team members to ensure high performance ..... full job details .....