Customer Experience Manager

Customer Experience ManagerKings Langley, office basedFull-Time | Permanent, Monday to Friday early finish on Friday£35,000-£40,000 dependent on experiencePrimary Purpose of the Role

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.Key Responsibilities

Inspire and support a team of 8 to consistently deliver high-quality serviceChampion a culture of adaptability, positivity and continuous improvementCollaborate across departments to streamline operations and enhance customer satisfactionRepresent the Customer Service team internally and externally with professionalism and enthusiasmSupervise daily operations and ensure KPIs are metCoach and develop team members to reach their full potentialLead recruitment, onboarding and performance reviewsManage training plans, team rota and personnel matters including absences and holiday requestsMonitor customer interactions and implement strategies to improve satisfactionInvestigate service calls to identify root causes and drive corrective actionsSupport the team with complex queries and liaise with Finance on invoice issuesEnsure compliance with company policies and end-user guidelinesWhat This Client is Looking For

Proven experience in customer experience/service managementStrong leadership and coaching skillsProficiency in CRM systems (HubSpot preferred)Excellent communication and problem-solving abilitiesAdaptable, empathetic and skilled in negotiationA team player who builds strong relationships across the businessThis 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 ..... full job details .....