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