Customer Experience & Quality Manager

Role Overview

The Customer Experience & Quality Manager will lead Customer Experience and Quality at Fibrus, owning escalated complaints, customer insight, and service quality across agent-led and automated channels.

What You Will Do

The role involves leading and developing the Customer Experience function, creating a high-performing culture, improving customer journeys, owning complaints-handling frameworks, and driving technology adoption.

Why It Might Be a Fit

The ideal candidate will have demonstrable experience managing team performance, significant leadership experience in Customer Experience, and excellent communication and interpersonal skills.

Requirements

• Demonstrable experience managing team performance against KPIs, service levels, and quality targets
• Significant leadership experience in Customer Experience, Customer Service, Customer Care, Contact Centre, or Service Operations
• Experience coaching, motivating, and developing colleagues to improve individual and team performance
• A strong understanding of telecoms complaints-handling requirements and support for vulnerable customers
• Experience designing or managing quality scorecards, interaction evaluations, and calibration across voice and digital channels
• Experience leading change and implementing technology-enabled improvements
• A proactive approach to improving processes, customer experience, and operational efficiency
• Excellent communication and interpersonal skills, with the ability to engage, support, and motivate colleagues at all levels
• The ability to manage competing priorities, make informed decisions, and remain effective in a fast-paced operational environment
• A strong understanding of customer experience and service quality
• Experience across customer contact channels, including voice, email, web chat, messaging, and social media
• The ability to build positive working relationships across departments
• A commitment to an inclusive culture built on respect, diversity, and support for all colleagues

Benefits

• Competitive salaries
• Excellent benefits package
• Mental health workshops
• Professional development support
• Private healthcare
• Comprehensive policies around menopause, mental health, pregnancy loss, and leave for maternity, parental, and adoption