Job Description
Customer Experience Manager Opportunity!
This is a first-class senior Customer Experience position; this role will incorporate the responsibility of the management and development of your own team (Headcount of 4!) This role will be office/site based in Lincoln.
WHAT IS IN IT FOR YOU?
Annual base Salary of £43k – 50k DOE.
Monday to Friday working hours, 8am-5.40pm. 40-hour weeks.
33 days holiday leave, inclusive of bank holidays.
Private medical health cover.
KPI Bonus incentive.
Pension contribution scheme
This is an office-based site role
Leading a team of 4!
Based in Lincoln.
Upwardly mobile business encountering consistent growth, a market leader within their niche.
Permanent position from day one
Market Full autonomy to shape the business structure and customer experience journeys.
A clear voice within the business.
THE BUSINESS
Our client specialises within the Agricultural sector, they are a true market leader within their niche. They seek to appoint a Customer Experience Manager who will be responsible for leading the end-to-end customer journey, ensuring that every interaction adds value, builds loyalty, and maintains customer satisfaction. This role oversees all aspects of customer service operations and will act as a key bridge between customers and internal teams.
THE ROLE
* Lead the development and continuous improvement of our client’s customer journey to improve satisfaction and loyalty.
* Take full ownership of all customer complaints, ensuring they are handled promptly and professionally.
* Collaborate with internal teams (Sales, Operations, Marketing) to improve processes and address customer feedback.
* Collaborate closely with the Warehouse team to ensure timely dispatch of orders and act as the primary liaison with parcel and pallet partners, resolving all logistics-related issues.
* Oversee daily customer service activities, such as parcel tracking, claims for loss/damage, and replacements.
* Support the management of the online sales platforms and assist internal teams (e.g., Sales) by resolving service-related queries and supporting with order processing and telesales initiatives.
* Train, coach, and develop members of the Customer Experience team, conducting regular 1:1s and annual reviews; setting and measuring KPIs.
* Ensure team processes and procedures are documented, up-to-date, and followed.
THE PERSON
* Previous experience in leading and developing a team is essential
* 3-5 Years’ experience in managing people, development and customer service.
* Excellent verbal and written communication skills; able to build strong relationships with customers, colleagues, and suppliers.
* Proactive and confident decision-maker who can work independently.
* Strong IT skills, particularly in Microsoft Excel.
* Highly organised and detail-oriented, with the ability to manage multiple tasks and priorities.
* A passion for delivering exceptional customer service and continuous improvement.
* Professional and friendly approach across all communication channels.
* Team player with a willingness to support others during peak periods.
* Committed to personal and professional development.
TO APPLY
Please apply for this position and your CV will go direct to Kyle Jevons at Westray Recruitment Group.