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
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