Full job descriptionCustomer Experience ManagerLocation: Birmingham
Salary: £35,000 - £42,000 per annum
Job Type: Full-Time | Permanent
Shape the Future of Customer ExperienceAre you passionate about delivering exceptional customer experiences and driving continuous improvement? Do you thrive on using customer insight to influence change and improve business performance?
We’re looking for an experienced Customer Experience Manager to lead the development and delivery of a customer-focused strategy, ensuring every interaction delivers outstanding service. This is an exciting opportunity to take ownership of customer experience, complaints management and customer insight while working closely with senior leaders to drive positive change across the organisation.
The RoleAs Customer Experience Manager, you’ll be responsible for developing and implementing a customer experience strategy that improves customer satisfaction, loyalty and retention. You’ll oversee the complaints process, manage the Net Promoter Score (NPS) programme, analyse customer feedback and identify opportunities to improve services, processes and the overall customer journey.
Working collaboratively across multiple departments, you’ll champion a customer-first culture, influence key stakeholders and support continuous improvement initiatives that deliver measurable results.
Key Responsibilities*Develop and implement a customer experience strategy that delivers measurable improvements in customer satisfaction and loyalty.
*Lead initiatives to improve the end-to-end customer journey and reduce customer effort.
*Drive improvements in key customer performance measures, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), complaint resolution and customer retention.
*Analyse customer feedback, complaints and performance data to identify trends and opportunities for improvement.
*Produce regular performance reports and recommendations for senior leadership.
*Manage the end-to-end complaints process, ensuring complaints are investigated fairly, thoroughly and resolved within agreed service standards.
*Identify root causes of complaints and work collaboratively with operational teams to implement preventative actions.
*Champion a customer-first culture across the business.
*Design and deliver customer experience, communication and complaint handling training.
*Coach and support managers to deliver consistently high standards of customer service.
*Ensure complaint handling complies with relevant legislation, regulatory requirements and GDPR.
*Support the implementation of digital customer service solutions where appropriate.
What We’re Looking For*Minimum 5 years’ experience within Customer Service or Customer Experience.
*At least 2 years’ experience in a leadership or management role.
*Proven experience managing customer complaints and improving customer journeys.
*Experience using customer insight and performance data to influence business decisions.
*Strong understanding of Net Promoter Score (NPS), Customer Satisfaction (CSAT) and service performance metrics.
What’s on Offer?*Salary of £35,000 - £42,000 per annum
*Permanent, full-time opportunity
*Birmingham-based role
*Opportunity to influence business-wide customer experience strategy
*Supportive and collaborative working environment
*Ongoing training and professional development
*The chance to make a genuine impact on customer satisfaction and business performance
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