Customer Experience Team Manager

CUSTOMER EXPERIENCE TEAM MANAGERPremier • £Competitive • Office Based - MacclesfieldROLE OVERVIEWYou will lead, grow and inspire our Customer Experience Team, building a high-performing, service-first function that supports residents, clients and colleagues across the Premier portfolio. Drawing on your background managing customer service, helpdesk or contact centre teams, you will set the standard for how we listen, act and resolve with care.This is a pivotal and influential role within the Odevo Group. You will shape our customer strategy, design scalable processes, and embed coaching-led leadership to elevate satisfaction, reduce effort and create a culture where people thrive and customers feel truly heard.ROLE EXPECTATIONSMost days, you will be on the floor with your team in Macclesfield, coaching, supporting live workloads, reviewing dashboards and removing blockers. You will balance operational planning with hands-on problem solving, while partnering with stakeholders across Operations, IT and Finance to improve tools, processes and reporting. You will lead change with clarity, ensuring your team has what it needs to deliver consistent, high-quality service.WHAT SUCCESS LOOKS LIKECustomer satisfaction and first-contact resolution trend upward, while response and resolution times reduce sustainably.A robust, scalable customer service model is embedded with clear SLAs, workflows and playbooks used consistently across the team.The team is highly engaged, well-coached and ..... full job details .....