Customer Experience Manager

Role Overview

Lead customer service team and make every step of the Pact journey excellent, from sign-up to delivery. Use customer feedback and data to decide where to focus and turn what customers tell us into positive change.

What You Will Do

Lead the team, oversee customer contact channels, report on performance, and keep sensible controls in place. Improve the customer experience by setting and tracking key service performance measures and using data to drive improvements.

Why It Might Be a Fit

You’ll be the voice of our customers across the business, working with teams from Operations and Production to Marketing, CRM, Product, and B2B, so their perspective shapes every decision we make.

Requirements

• At least 2 years’ experience managing and developing a customer service or customer experience team
• A track record of raising standards, team performance, and customer satisfaction
• Confidence using customer service systems (Zendesk) and using KPIs and data to manage performance
• Outgoing, practical, and proactive, with a real passion for customer experience and the confidence to make things happen
• A natural people person, able to communicate confidently at every level and bring different teams and perspectives together

Benefits

• £45,000 per annum
• Hybrid working model (everyone is in the office Tuesday, Wednesday, and Thursday)
• Flexi-time working, with core hours (10:00–16:00)
• 23 days holiday (increasing annually up to 27 days)
• 3 extra days leave between Christmas & New Year
• Another day off for your birthday
• Monthly at-home coffee allowance
• Enhanced Workplace Pension
• Income Protection
• Group Life Assurance (plus bereavement & probate support)
• Cycle to Work Scheme
• Workplace Nursery Benefit
• Employee Assistance Program (inc. counselling)