Customer Experience Manager

OverviewCustomer Experience ManagerKings Langley, office basedFull-Time | Permanent, Monday to Friday early finish on FridaySalary: £35,000-£40,000 dependent on experience

Are you a passionate leader with a drive for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where your ideas and leadership can make a real impact? Our client is seeking a Customer Experience Manager to lead their dedicated team and champion a culture of excellence.

As Customer Experience Manager, you''ll be at the heart of the business, leading a customer focused team to deliver first-class service to every customer. You''ll work closely with the Head of Internal Sales and Customer Excellence to align departmental performance with the company''s strategic goals, while fostering a positive, collaborative and high-performing environment.

Responsibilities

Inspire and support a team of 8 to consistently deliver high-quality service

Champion a culture of adaptability, positivity and continuous improvement

Collaborate across departments to streamline operations and enhance customer satisfaction

Represent the Customer Service team internally and externally with professionalism and enthusiasm

Supervise daily operations and ensure KPIs are met

Coach and develop team members to reach their full potential

Lead recruitment, onboarding and performance reviews

Manage training plans, team rota and personnel matters including absences and holiday requests

Monitor customer interactions and implement strategies to improve satisfaction

Investigate service calls to identify root causes and drive corrective actions

Support the team with complex queries and liaise with Finance on invoice issues

Ensure compliance with company policies and end-user guidelines

What This Client is Looking For

Proven experience in customer experience/service management

Strong leadership and coaching skills

Proficiency in CRM systems (HubSpot preferred)

Excellent communication and problem-solving abilities

Adaptable, empathetic and skilled in negotiation

A team player who builds strong relationships across the business

This is more than just a management role, it''s an opportunity to shape the future of customer service within a forward-thinking company. If you''re ready to lead with purpose and make a lasting impact, we''d love to hear from you.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

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