45,971 Customer Experience Managers jobs in the United Kingdom

Senior Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service.  You will need to have similar experience from a capital/complex equipment manufacturing organisation.

Focused on supplying a first-class service as well as growing revenue streams, this is critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.

The outline responsibilities of the role are as follows:
•    The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel in the UK and Ireland.
•    Supporting the sales activity and growth in revenue.
•    Promoting ‘service as a business’ culture - measuring and reporting on customer satisfaction.
•    Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
•    Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
•    Develop and implement clear and effective processes to ensure that best in class customer support is delivered.

The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Ideally degree qualified and with at least 5 years’ experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.

This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success.  Relocation support would be provided for the right candidate.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.

Senior Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service.  You will need to have similar experience from a capital/complex equipment manufacturing organisation.

Focused on supplying a first-class service as well as growing revenue streams, this is critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.

The outline responsibilities of the role are as follows:
•    The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel in the UK and Ireland.
•    Supporting the sales activity and growth in revenue.
•    Promoting ‘service as a business’ culture - measuring and reporting on customer satisfaction.
•    Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
•    Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
•    Develop and implement clear and effective processes to ensure that best in class customer support is delivered.

The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Ideally degree qualified and with at least 5 years’ experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.

This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success.  Relocation support would be provided for the right candidate.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.

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.

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.

Customer Experience Manager
Salary: Up to £45,000 DOE (depending on property sector experience)
Location: West Kent (Hybrid – site travel required)
Hours: Monday to Friday, 9:00 am – 5:00 pm
Requirements: Full UK driving licence and access to a car

Do you take pride in offering outstanding customer service and want an exciting opportunity to create memorable home experiences for residents? We’re looking for someone organised and people-focused to oversee move-ins, respond to enquiries, and deliver smooth, friendly support.

The ideal candidate will bring previous customer service and property experience; however, our client’s priority is finding the right personality fit, someone confident, polished, and highly focused on delivering outstanding customer care. An organised PA or client services manager seeking a new challenge could also be a great fit for this role.

Duties Include:

• Guide new residents through every step, from their first enquiry to settling comfortably into their home
li>Be the friendly face residents turn to for questions, support, and feedback
• Coordinate smooth onboarding using our digital tools
• Keep in touch after move-in, encourage lease renewals, and foster a welcoming community spirit
• Work closely with partners and use internal processes to keep lettings and admin running efficiently

The successful candidate will have:

• Strong background in customer-facing roles with exceptional service skills is essential
• A positive, “can-do” approach and the ability to set a great example for colleagues
• Experience in the property sector is an advantage but not essential

If you’re looking to join a company offering excellent benefits, performance bonuses, and a flexible hybrid working environment, this could be the perfect role for you. Apply today!

This role is being handled by Holly Ensoll, Business Support Consultant for Pearson Whiffin Recruitment.

Not quite the right role but still looking?

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent’s leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients.

• Lead sales operations activities and support commercial projects of varying sizes.
• Develop high-quality customer proposals and presentations with strategic insight.
• Coordinate internal and external stakeholders to ensure smooth project delivery.
• Champion customer experience and manage issue resolution across teams.
• Support post go-live initiatives and drive continuous improvement in processes.

• Strong project management and coordination skills across cross-functional teams.
• Excellent communication and presentation abilities (PowerPoint, Excel, Word).
• Strategic thinker with the ability to simplify complex information.
• Proven stakeholder management and relationship-building capabilities.
• Analytical mindset with basic data analysis skills and a drive to grow further.

Customer Experience Manager

Essex

£40-50k dependent on experience + bens

Monday to Friday 8am-5pm

Are you a ‘hands on’ Customer Experience Manager with a strategic, commercial outlook?

Do you have top people management skills?

Can you demonstrate experience in developing you team to drive growth and foster a high-performance culture?

Pearson Whiffin Recruitment are delighted to be exclusively representing a successful, well established but growing business with a b2b client base in their search for a Customer Experience Manager.

This role is critical to the ambitious growth plans for the business and offers the opportunity and autonomy to make a genuine impact.

Duties for this role will be varied, with an overview of duties below:

• Managing a small team of 3-4 Customer Care Administrators day-to-day within a busy, fast paced office where a high volume of sales orders for the business are processed
li>Developing and growing the team to ensure the best output
• Identifying process changes to support the business goals, and leading the implementation of those as necessary
• Dealing with escalated customer enquiries, complaints or technical issues
• Overseeing all operations in relation to sales processing and CRM management
• Implementing and nurturing a high-performance culture with the customer experience prioritised with a view to driving growth

To be considered for this role you will:

• Have clear, relevant experience in a customer service management role
• Have worked for a business selling products b2b, ideally with an e-commerce platform
• Be able to offer examples of processes you have improved, and how this has impacted revenue growth and efficiencies
• Be a passionate people manager, able to tell us about how you’ve got a team fired up, improving performance tangibly
< i>Love a stat, be good an analysing data, and have an excellent commercial understanding to support your strategic decision making
• Be goal orientated, self-motivated and able to deliver results
• Enjoy working with your team in person – this is a fully office-based role

Bonus points for:

< i>Technical knowledge of building products
• Good e-commerce experience

What’s in it for you!

< i>The opportunity to join an independently owned business at an exciting point of expansion, with the chance to make a difference and be noticed for your work
• Interesting business, with a good working culture
• A competitive salary and benefits package
• Working for a company who shares your belief and values in customer service excellence!
• This is an organisation where ideas are welcomed, and initiative is rewarded

This role is being handled by Nicole Howe , Recruitment Consultant for Pearson Whiffin Recruitment.

Not quite the right role but still looking?

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent’s leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients.

Find us on Facebook @PearsonWhiffinRecruitment and Instagram @PearsonWhiffinRecruitment.

Role Overview

This is a hybrid role and you can be located anywhere in the UK.

You will have experince working within the IT MSP and/or Telecoms sector.

The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.

Key Responsibilities

Strategic

· Champion opportunities to consistently improve the brand experience

· Drive customer retention, reduce churn, and increase customer satisfaction

· Understand each customer persona and their specific needs

· Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience

· Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly

· Establish communication mediums lines between customers and the company to ensure a smooth customer experience

· Utilise CRM tools to monitor customer experience

· Proactive management with accounts and ensure reactive management is in line with expectations

· Build relationships at multiple levels within the organisation

· Be an internal advocate and voice for the customer to enhance both the customer experience and companies offerings

· Understand the contractual position of the customer

· Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated

· Regular case and service review meetings at a cadence agreed with the customer

· Identify upsell and cross-sell opportunities working closely with the account manager

Day to Day

· Target first touch resolution for all queries

· Oversee all implementation orders are delivered in line with expectations, know the projects in flight

· Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA

· Maintain strong relationships within the customer

· Own all cases and responses, use other teams to input as required

· Ensure all customer contact details are updated in the CRM

· Onboard new pillars to the customer ensure billing accuracy and Customer success involvement

· Daily case reviews working with Customer Experience Executive

· Create small orders

· Escalation point for customer and customer executives

· Case queue management for ALL customer cases

Commercial & Financial

· Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at company standard.

· Responsible for investigating, owning and resolving credit requests within the account in a timely fashion

· Understand, maintain and report on customer contractual positions if required

· Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner

· Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention

· Working with colleagues in wider to team to improve the experience for customers in a consistent manner

Governance & Compliance

· Ensure all SLAs are met and escalate when needed

· Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews

Skills Required

· Strong communication skills

· Commercially minded and proven experience.

· Minimum 5 years of experience in a relationship role

· Able to have difficult conversations with positive outcomes

· Experience managing and maintaining relationships

· Knowledge of company processes, upsell revenue lead indicators.

· Written, Verbal and Numerical literacy is a must

· Must be organised and attention to detail oriented

Key Measures of Success

· Net value retention

· Achieve SLA targets

· Customer satisfaction survey CSAT

· Revenue Growth

· EBSTA score

Excellent benefits are on offer with this role.