Customer Experience Manager
About The Role
Location: Office-based at Raynesway, Derby (East Midlands, UK)
You’ll lead customer experience strategy, oversee the Hire Desk operations, and serve as the primary liaison with leasing partners — all while balancing exceptional service delivery with strong commercial awareness and cost efficiency to support organisational goals and ensure a consistently positive experience for colleagues and stakeholders.
What you’ll be doing
As a Customer Experience Manager You’ll
* Develop and implement a clear customer experience strategy for the Company Car department, fully aligned with wider organisational and operational objectives.
* Evaluate improvement opportunities by analysing customer feedback, data insights, and service performance metrics, ensuring decisions deliver strong commercial impact and support departmental financial goals.
* Champion a customer-first culture across the team and influence cross-functional departments to maintain and raise high service standards.
* Drive process streamlining initiatives and enhancements to the overall vehicle user journey.
* Oversee daily operations of the Hire Desk, ensuring prompt vehicle allocations, clear and excellent customer communication, and adherence to all policies, procedures, and service level agreements.
* Lead, mentor, and develop the Hire Desk team to build capability and deliver consistent, high-quality service.
* Monitor fleet availability, utilisation, and performance metrics to optimise operational support and minimise cost inefficiencies.
* Act as the key point of contact with leasing companies: monitor their performance, resolve escalations, enforce contractual commitments, and challenge data to drive accountability and continuous improvement.
* Support tender processes, contract reviews, and negotiations to secure best value for money alongside high service standards.
* Collaborate with leasing partners on key initiatives, such as reducing vehicle downtime, shortening delivery lead times, and improving the handover experience.
* Take ownership of escalated customer concerns or complex cases, delivering swift, fair, and customer-centred resolutions while tracking recurring issues to implement sustainable, long-term fixes.
* Produce regular reports on service trends, performance KPIs, and customer sentiment.
* Analyse service data, KPIs, and insights to pinpoint operational improvement areas.
* Introduce and implement new processes, digital tools, or workflows to boost efficiency and customer satisfaction.
* Keep all company car policies, guidance, and user information clear, accessible, and fully up to date.
* Build and maintain strong relationships with internal stakeholders (e.g., Operations, HR, Health & Safety, Finance) and provide leadership teams with clear updates, insights, and recommendations.
* Support effective communication plans for any policy or process changes.
Who we’re looking for
You’ll Have / be
* Proven experience in fleet operations, logistics coordination, or a similar customer-facing role.
* Strong administrative and organisational skills with the ability to manage multiple priorities effectively.
* Excellent data analysis capabilities, including producing accurate reports and interpreting performance metrics.
* Outstanding communication and customer service skills, with a proactive, problem-solving mindset.
* Proficiency in Microsoft Office applications, with essential advanced knowledge of Excel (including PivotTables and formulas).
* Desirable knowledge of Power Automate, Power Query, or Power BI for enhanced data handling and visualisation.
* Strong stakeholder management skills and the ability to build effective relationships internally and externally.
* Experience in improving customer journeys or operational processes through data-driven approaches.
* Knowledge of leasing operations and fleet contracts is desirable (but not essential).
* A genuine customer focus: dedicated to exceeding expectations, going the extra mile, and using feedback to continuously enhance services.
* Commitment to operational excellence, teamwork, collaboration, adaptability, and a drive for continuous improvement.
This is a great opportunity for someone passionate about customer experience in a fleet environment to make a real impact.
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
Benefits
* Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
* 25 days paid annual leave (pro rata)
* Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
* Pension, share incentive plan, volunteering leave, recognition schemes and much more…
About Us
Asset & Technology Solutions provides innovative, safe and sustainable solutions to the Balfour Beatty projects across the UK. Our wide range of equipment and services includes HGV’s, tower and crawler cranes, piling equipment, CCTV and security services, survey services and drones, suction excavators, sweepers, modular accommodation and much more.
Diversity and inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.
As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/
We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com
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