Customer Experience Manager
Kingston Office, Hemel Hempstead
£43,000 per annum
Full-time Permanent
Our client, a leading repairs and maintenance contractor, is seeking an experienced Customer Experience Manager to join their team based at their Kingston office in Hemel Hempstead. This is an excellent opportunity for a customer-focused professional to take ownership of the customer journey and drive service improvements across a busy repairs and maintenance operation.
The Role
As Customer Experience Manager, you will be responsible for leading the customer experience strategy, ensuring residents and clients receive a consistently high standard of service. You will work closely with operational teams to improve processes, manage customer feedback and complaints, and drive continuous improvement across service delivery.
Key Responsibilities
Lead the development and delivery of the customer experience strategy
Monitor customer satisfaction levels and identify areas for service improvement
Manage complaints and escalations, ensuring they are resolved efficiently and within agreed timescales
Analyse customer feedback, data and performance metrics to identify trends and improvement opportunities
Work closely with operational teams to ensure a seamless customer journey
Produce performance reports and provide insights to senior management
Implement initiatives that improve the overall customer journey and service quality
About You
Proven experience in a Customer Experience, Customer Service or Complaints Management role at a supervisory or management level
Experience within repairs, housing, property services or maintenance environments is highly desirable
Strong leadership and stakeholder management skills
Excellent communication and problem-solving abilities
Ability to analyse data and implement service improvements
A strong commitment to delivering high-quality customer service
What’s on Offer
Salary of £43,000 per annum
Opportunity to join a well-established and growing repairs contractor
Supportive team environment with opportunities for career development