Overview
Role: Customer Experience Manager
Location: Brighton (Hybrid - 3 days in office)
Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person)
Pay: £31,000 - £34,000 per annum
An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton.
Benefits
* Hybrid working after induction
* Additional day off for your birthday
* Holiday entitlement increasing up to 25 days with service
* Two learning and development days per year
* Opportunities to travel and experience company trips
* Supportive and people-first culture
The Requirements
* Proven background in customer service management, compliance, or quality assurance
* Strong communication and conflict resolution skills, with experience handling sensitive issues
* Ability to analyse data, identify trends, and present actionable recommendations
* Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR)
* Experience in designing and delivering training
* Strong organisational and project management skills
* (Desirable) Experience within the travel or education sector
* (Desirable) Experience as a Data Protection Officer or in a similar compliance role
* (Desirable) Familiarity with safeguarding and inclusion standards
* (Desirable) Awareness of AI and its application in customer experience
The Role
* Act as the central point for all customer feedback and complaints
* Gather, assess, and report feedback to identify root causes and recommend improvements
* Lead customer service meetings and drive continuous improvement initiatives
* Support internal teams with customer engagement and issue resolution
* Ensure compliance with relevant regulatory and insurance requirements
* Serve as Data Protection Officer, managing breaches, compliance logs, and training
* Oversee terms and conditions updates and internal communication
* Design and deliver customer service training and service excellence programmes
* Collaborate on cross-departmental projects to enhance customer insight
* Support insurance renewals, claims, and H&S initiatives
* Promote safeguarding and inclusion across the business
* Provide strategic guidance on responsible AI adoption to improve productivity and customer experience
If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pm
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