Are you a dynamic leader with a passion for delivering exceptional customer experiences? Do you thrive in complex environments and know how to turn data into action? If so, we want to hear from you.
This is a short-term opportunity (6-8 months) ideal for someone ready to make a powerful impact in a focused timeframe while leading a high-performing team through a period of transformation.
We're on a mission to redefine customer excellence. As our Customer Experience Performance Manager, you'll be at the heart of our CX transformation - leading a team, shaping strategy, and driving performance across voice, digital, and self-service channels.
What You'll Be Doing:
* Overseeing daily CX operations and optimising resource allocation across channels
* Using data-driven insights to elevate service quality and customer satisfaction
* Leading, coaching, and developing CX team leaders and coordinators
* Designing and implementing reward strategies that reflect customer outcomes
* Driving innovation through AI, automation, and omnichannel solutions
* Collaborating cross-functionally to align CX with broader business goals
* Championing a culture of care, performance, and continuous improvement
What We're Looking For:
* A strategic thinker with proven leadership in service environments
* Passionate about customer-centricity and operational excellence
* Skilled in performance analysis, forecasting, and resource planning
* Comfortable navigating change and embedding new systems and practices
* A confident communicator who can inspire teams and influence stakeholders
* Proficient in CX metrics, reporting tools, and data platforms
Our benefits include, but not limited...
* 25 days' holiday a year (plus bank and public holidays)
* Employee assistance programme
* Employee discount platform
* Flexible and hybrid working (depending on the role)
* Learning opportunities
* Life assurance
* Loyalty awards
* Workplace Pension
* Private medical insurance
* Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.
About us
Certsure provides industry-leading certification schemes and support to the building services sector. These services are delivered through the NICEIC brand.
For almost 70 years, NICEIC has been the UK's largest certification body for electrical businesses with over 40,000 currently certified with us. As the industry leader, we drive the highest standards of competence and safety.
We assess, certify and train electricians, plumbers, renewable energy installers, and gas and heating engineers. To become certified, businesses must demonstrate their compliance with technical standards and industry best-practice through rigorous assessments and continuing professional development.
Trade professionals look to us for certification and technical leadership, and value the credibility our name gives theirs. We provide ongoing advice and support and list their businesses on our online 'Find a trusted NICEIC tradesperson' tool.
We help build public trust in trade professionals – and we never compromise on that trust. We work alongside government and industry to shape policy and drive standards. Many UK businesses, government organisations, local authorities and landlords will only work with NICEIC-certified businesses.
PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licenced UK employer.
Due to high application volumes, we may close this vacancy earlier than advertised. Please submit your application as soon as possible.
Warwick House, Houghton Hall Park
Houghton Regis, Dunstable
LU5 5ZX