Customer Experience Manager

Role Overview

The Customer Experience Manager will take ownership of the Customer Experience function, managing day-to-day activities, resolving challenging cases, and identifying practical ways to improve the customer experience across the business.

What You Will Do

Key responsibilities include investigating and resolving customer complaints and disputes, managing customer debt recovery, monitoring financial and transaction records, and preparing and managing customer invoices and payment requests.

Why It Might Be a Fit

The ideal candidate will bring initiative, sound judgement, and a proactive approach, with strong commercial judgement and the ability to balance customer outcomes and business interests.

Requirements

• A minimum of 5 years’ experience in complex complaints, customer experience, and dispute resolution
• Strong experience within the property or legal industry
• Excellent written and verbal communication, negotiation, and conflict resolution skills
• Sound commercial judgement, with the ability to balance customer outcomes and business interests
• Strong investigative and analytical skills, with excellent attention to detail
• Experience managing financial disputes, payment arrangements, and customer account reconciliations
• Ability to review operational data, identify discrepancies, and produce meaningful management reporting
• Experience conducting service quality reviews and identifying practical improvements to customer-facing operations
• Confident working with senior stakeholders, managing challenging conversations, and presenting recommendations
• Highly organised, proactive, and comfortable managing competing priorities independently
• Adaptable, resilient, and willing to handle both operational and administrative responsibilities
• Strong working knowledge of Microsoft Office, CRM systems, and case management tools

Tagged as: Data Analysis