Customer Experience Manager

Customer Experience Manager

Kings Langley, office based

Full-Time | Permanent, Monday to Friday early finish on Friday

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.

Primary 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 & 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 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.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.