At a Glance
- Tasks: Lead and inspire a high-performing Customer Experience Team to deliver exceptional service.
- Company: Premier, a leading residential property management company with a strong national presence.
- Benefits: Competitive salary, 25 days holiday, professional development support, and employee perks.
- Other info: Join a values-led company that invests in your growth and career.
- Why this job: Shape customer strategy and make a real impact in a collaborative environment.
- Qualifications: Experience in managing customer service teams and a passion for coaching.
The predicted salary is between 40000 - 50000 £ per year.
You will lead, grow and inspire our Customer Experience Team, building a high-performing, service-first function that supports residents, clients and colleagues across the Premier portfolio. Drawing on your background managing customer service, helpdesk or contact centre teams, you will set the standard for how we listen, act and resolve with care.
This is a pivotal and influential role within the Odevo Group. You will shape our customer strategy, design scalable processes, and embed coaching-led leadership to elevate satisfaction, reduce effort and create a culture where people thrive and customers feel truly heard.
ROLE EXPECTATIONS
Most days, you will be on the floor with your team in Macclesfield, coaching, supporting live workloads, reviewing dashboards and removing blockers. You will balance operational planning with hands-on problem solving, while partnering with stakeholders across Operations, IT and Finance to improve tools, processes and reporting. You will lead change with clarity, ensuring your team has what it needs to deliver consistent, high-quality service.
WHAT SUCCESS LOOKS LIKE
- Customer satisfaction and first-contact resolution trend upward, while response and resolution times reduce sustainably.
- A robust, scalable customer service model is embedded with clear SLAs, workflows and playbooks used consistently across the team.
- The team is highly engaged, well-coached and achieving targets, with strong retention and clear development pathways.
- Stakeholders trust your insights and see measurable improvements from your initiatives and reporting.
- Escalations are rare and well-managed; root causes are identified and fixed through continuous improvement.
- Data is accurate, visible and actionable, informing decisions at team, department and group levels.
HOW YOU'LL SPEND MOST OF YOUR TIME
- Coaching, 1:1s and side-by-side support to build capability, confidence and consistency.
- Workforce planning, scheduling and capacity management to meet SLAs across channels.
- Monitoring real-time and weekly dashboards, acting quickly on trends and backlogs.
- Handling priority escalations and complex queries, ensuring timely, empathetic resolutions.
- Mapping processes, refining knowledge bases and implementing continuous improvements.
- Partnering with IT and Operations to enhance systems (telephony, CRM, ticketing) and reporting.
WHO THIS ROLE IS FOR
- You are an experienced leader of customer service, helpdesk or contact centre teams who loves building and improving.
- You are a hands-on coach who sets clear standards, gives great feedback and celebrates progress.
- You are data-led, commercially aware and comfortable making decisions that balance service and efficiency.
- You stay calm under pressure, communicate with empathy and adapt quickly to change.
- You thrive in an office-based, collaborative environment and enjoy being close to your team and customers.
EXPERIENCE THAT HELPS
- Standing up or scaling a multi-channel service operation (phone, email, portal, live chat).
- Implementing or optimising telephony, CRM or ticketing platforms and related reporting.
- Designing quality assurance frameworks, knowledge bases and training programmes.
- Leading change projects that improved CSAT/NPS, reduced backlogs or simplified processes.
- Experience within property management or another regulated, service-led environment.
WHAT WE OFFER
- Competitive salary, aligned to experience.
- Annual salary review.
- 25 days holiday + bank holidays.
- Birthday leave.
- Buy and sell annual leave (up to one week).
- Westfield Health cash plan + Westfield Rewards perks platform.
- Fully funded learning and development.
- Support for professional qualifications including TPI, RICS and more.
- Company pension scheme.
- Car allowance for eligible roles.
- Employee referral scheme.
- Enhanced maternity and paternity pay (service-dependent).
- Volunteer leave.
ABOUT PREMIER
Premier is a leading residential property management company with a strong national presence across England and Wales. We manage a diverse portfolio of developments, from landmark city centre apartment blocks and luxury residences to new build estates, historic listed conversions, and sustainable communities.
As part of the Odevo Group, we combine the expertise and relationships of a trusted operator with the strength, technology and ambition of an international leader in property management. That means better tools, more opportunities, and a clear path for our people to grow.
We are proud members of The Property Institute (TPI) and The Property Ombudsman. Our vision is to be the trusted partner in property management, placing people at the heart of what we do, delivering service excellence through innovation, integrity, and genuine care.
If you are looking for a role where you will be trusted, supported and developed, within a business that is ambitious, values led, and genuinely invested in its people, Premier is a great place to build a long term career.
HOW WE HIRE
Initial conversation with our talent team. Interview focused on your experience building customer service/contact centre functions, your people leadership and coaching approach, and how you drive measurable service improvements. We aim to complete the process within two to three weeks and communicate clearly throughout.
INTERESTED? Apply with your CV. All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.
Customer Experience Team Manager in Adlington employer: All The Top Bananas
My Four Wheels is an exceptional employer, offering a rewarding career as a Trainee Driving Instructor with flexible working hours and the potential to earn up to £50,000+ annually. With comprehensive training provided through our new Training Academy, employees benefit from ongoing support and resources, ensuring a fulfilling journey towards becoming a qualified instructor while enjoying the satisfaction of teaching locally in Westfield, Surrey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Manager in Adlington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Manager in Adlington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
