About us
Spectrum Storage Group is one of the largest storage operators in the UK. With Storebox’s 29 self-storage facilities (8th largest in the UK in the 2025 UK Self Storage Association annual report), and LOVESPACE’s innovative tech-enabled storage and collection service (the largest of its kind in the UK), we can serve just about any storage need, anywhere in the UK. We’ve been changing the way people store their belongings for more than a decade, and we continue to build smart tech to make it easier for people to store on their terms.
The Opportunity
As our Customer Experience Manager, you’ll be responsible for delivering a 5* service to every customer. You’ll lead, motivate and upskill the customer experience team—ensuring every interaction is handled with care and confidence, embedding high standards, and making sure our customers always come first. We are proud of our 4.8 ratings for Storebox and LOVESPACE on Trustpilot, but we believe we can always improve.
This is an ideal role for a confident people-leader who thrives in fast-paced environments and knows how to coach, mentor, and lead by example. You won’t hesitate to roll up your sleeves and get stuck in, bringing both energy and structure to the team. If you love turning good service into something exceptional, this is the role for you.
This Role is Full Time
* Starting: ASAP
* Hybrid working pattern – 3-4 days from the office and 1-2 days from home.
* Salary: £30,000.00 – £35,000.00 per year
Responsibilities will include but are not limited to:
* Lead, coach and develop a high-performing customer experience team, creating a positive culture and motivated employees
* Oversee day-to-day operations of the CX function, ensuring timely, effective and quality responses across all channels, in line with KPIs
* Set and maintain high standards for service quality, tone of voice, and resolution time
* Own and continuously improve CX processes, systems and workflows to drive efficiency and consistency
* Handle escalated or complex customer issues, modelling a calm, solutions-focused approach
* Hire, onboard and train new team members
What are we looking for?
The candidate will demonstrate and have the following attributes:
* An experienced people-leader with strong coaching, mentoring and performance management skills
* Experience in a customer-facing role, ideally with time spent managing a customer-facing team
* Someone who leads from the front—hands-on, solutions-focused, and enthusiastic to get involved in day-to-day support
* A passion for delivering exceptional service with a clear understanding of what “great” looks like
* Excellent communication skills, with the ability to inspire trust and confidence in both customers and team members
* Comfortable working in a fast-paced, high-growth environment with competing priorities
The candidate’s own values will be aligned with the company’s:
* Always consider the customer: Treat our customers like family and expect the same from our partners, prioritising honesty, integrity, and delivering exceptional service.
* Take ownership: Take responsibility, be proactive, and continuously strive for personal and collective improvement.
* Constantly improve: Strive for excellence, seek feedback, and optimise processes for better customer and partner experiences.
* Support each other and our partners: Embrace teamwork, offer proactive support, celebrate successes, and contribute to problem-solving.
What is in it for you?
A chance to be at the heart of one of the UK's fast-growing entrepreneurial businesses and have exposure to a team of seasoned entrepreneurs. You'll play a key role in Spectrum Storage Group’s growth, with the opportunity to see how your work directly contributes to our success and multiple options for growth and development.
Benefits:
* Hybrid working arrangements; our office is only 5 minutes from Borough station or a 10-minute walk from London Bridge station.
* Private health insurance
* Pension matching
* Staff discounts on our services and access to Perks at Work programs.
* Summer, winter, alumni events, and social parties throughout the year.
* Events in the office, like Tuesday breakfasts, Cake Wednesdays, and Thursday social gatherings. with a monthly social for the whole team.
We look forward to receiving your application!