Customer Experience Manager
Michael Page Leicester
About Our Client
Our client is a dynamic and customer-focused business operating in a fast-paced, regulated industry. Committed to innovation and service excellence, they continuously challenge industry norms to enhance customer experiences. With a strong emphasis on data-driven decision-making and continuous improvement, they are dedicated to putting customers at the heart of their operations while maintaining a commercially strategic approach.
Job Description- Lead and develop your team, coaching advisors to deliver excellent customer service and first-time resolution. (Team management circa 25 and growing)
- Own action plans alongside complaints handling and insights teams, spotting trends and working with teams to fix issues at the source.
- Use data from complaints, calls, sales, and billing to identify service improvements.
- Reduce repeat contact by resolving common customer issues effectively.
- Improve first-time resolution by ensuring inbound teams provide the right support from the start.
- Work closely with sales, billing, and digital teams to create smoother customer journeys.
- Support digital transformation by introducing smarter, more efficient ways of working.
- Monitor and improve key performance metrics like complaint reduction and customer satisfaction.
- Ensure compliance with industry regulations and maintain high service standards.
- Champion the customer in all decisions, making sure their needs are central to business improvements.
- Experience leading teams in a fast-paced contact centre environment.
- Strong background in handling complaints and driving service improvements.
- Proven ability to use data to identify issues and implement effective changes.
- Experience working in a regulated industry, ensuring compliance and best practices.
- Commercially minded, balancing customer needs with business objectives.
- Skilled in coaching and developing teams to improve performance and retention.
- Confident working with senior stakeholders to influence service improvements.
- Hands-on approach to problem-solving and delivering first-time resolution.
- Experience in digital transformation or process improvement within a contact centre.
- Comfortable managing change and driving a culture of continuous improvement.
- Competitive salary £43,000 per annum
- Bonus
- Opportunity to work in a vibrant and dedicated team
- Great location in Leicester
- Permanent position within a large organisation
- Chance to make a real impact in a growing Contact Centre
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