Customer Experience Manager

Description:

Overview:

A key role for a manufacturer in the Chorley area, the Customer Experience Manager takes ownership of customer satisfaction (CSAT) and the end-to-end customer journey, and acts as the primary point of escalation for customer complaints, both pre-sale and post-sale.
The role also owns the Group's reputation across all Trustpilot pages. Working closely with customer service, sales, bookings, and installation teams, department heads, team managers, and the Group Continuous Improvement Manager, the role builds strong cross-functional working relationships, ensures complaints are resolved consistently and fairly, drives continuous improvement of the customer journey and CSAT, and ensures complaint and satisfaction performance is tracked and reported to the Operational Leadership Team.

Key Responsibilities:

CSAT & Customer Journey:

Own and drive continuous improvement of customer satisfaction (CSAT) across the Group, setting targets and tracking performance over time.
Map and improve the end-to-end customer journey, identifying and removing friction points from initial enquiry through to installation and beyond.
Build and manage strong working relationships between customer service, sales, bookings, and installation teams to ensure a consistent, joined-up customer experience.
Use CSAT and customer journey data to identify recurring pain points and champion continuous improvement initiatives across departments. Trustpilot & Reputation Management:

Take ownership of all Trustpilot pages across the Group.
Monitor, respond to, and manage reviews in line with company tone of voice and policy.
Identify trends in customer feedback and share insights with relevant department heads.
Work to protect and improve the Group's online reputation and review scores. Complaint Escalation & Resolution:

Act as the primary point of escalation for all customer complaints, pre and post sale.
Investigate escalated complaints thoroughly, liaising with the relevant department or team as required.
Ensure complaints are acknowledged, progressed, and resolved within agreed service standards.
Maintain clear, professional, and empathetic communication with customers throughout the resolution process.
Maintain accurate records of all complaints, actions taken, and outcomes. Cross-Functional Collaboration:

Work with customer service, sales, bookings, installation, and other department heads and team managers to ensure complaints are handled and managed in line with company policy.
Provide guidance and coaching to teams on complaint-handling best practice.
Act as a liaison between customers, departments, and senior management on complaint related matters. Process Governance & Continuous Improvement:

Work with the Group Continuous Improvement Manager to ensure complaints processes are mapped, kept up to date, and rolled out accordingly.
Identify recurring root causes of complaints and recommend process or policy changes to reduce recurrence.
Support the rollout of new or updated complaints procedures across the Group, ensuring standards are maintained regardless of personnel changes. Reporting & Metrics:

Track key CSAT and complaint metrics, including satisfaction scores, volumes, resolution times, and root causes.
Prepare and present regular updates to the Operational Leadership Team.
Use data and trends to inform continuous improvement priorities. Skills & Experience Required:

Essential:

Proven experience in a customer experience, CSAT, complaint handling, or customer retention role.
Strong stakeholder management skills, with the ability to build and manage relationships across customer service, sales, bookings, and installation teams, and to influence department heads and team managers.
Excellent written and verbal communication skills, including a professional and empathetic customer manner.
Strong analytical skills with the ability to track, interpret, and report on complaint metrics.
Experience managing online review platforms such as Trustpilot.
Sound understanding of complaint handling best practice and customer service standards.
Proficient with Microsoft 365 (Excel, Outlook, Teams) and case management or CRM systems. Desirable:

Process mapping and continuous improvement experience or methodologies.
Confident presenting complaint performance and trends to senior leadership.
Experience implementing or improving complaint-handling or case management technology platforms. What's on Offer:
Salary up to £40,000, depending on experience
Opportunity for hybrid working
Opportunity to join a growing and successful organisation
30 days of annual leave (including bank holidays)
Annual leave increase after a years' service
Company pension
Supportive and collaborative working environment
Career development and progression opportunities