At a Glance
- Tasks: Lead and develop a team to enhance customer experiences and improve satisfaction.
- Company: Dynamic insurance company focused on customer-first culture and continuous improvement.
- Benefits: 25-30 days holiday, private medical cover, work abroad opportunities, and team socials.
- Other info: Exciting opportunity for growth and collaboration across teams.
- Why this job: Shape the future of customer experience in a hybrid role with impactful responsibilities.
- Qualifications: Experience in leading customer experience teams and handling complaints in regulated environments.
Shape brilliant customer experiences and turn insight into action. This is an exciting opportunity to lead and develop our Complaints and Technical team while shaping how we understand and improve the experience of our customers. You’ll take ownership of complaints handling, customer satisfaction, online reputation and the customer journey across our brands and systems. Using insight from these areas, you’ll identify opportunities for improvement, strengthen customer outcomes and help us demonstrate good practice under Consumer Duty.
To really fly in this role, we think you’ll be a confident and supportive people manager who is passionate about delivering great customer experiences. You’ll enjoy working with data, spotting trends and turning insight into meaningful improvements. You’ll be equally comfortable setting direction and getting into the detail, whether that means reviewing a complex complaint, interrogating customer satisfaction results or understanding where customers experience friction in their journey. You’ll be organised, commercially aware and confident working collaboratively across the business.
The Position
- Reports to Head of Operations
- Employment Location: Hybrid with regular travel to London
- Focus: Customer experience, complaints, customer insight, online reputation and journey improvement
- Team: Customer-focused, collaborative, committed to continuous improvement
What you’ll do
- Lead your team: Lead, coach and develop our Complaints and Technical team; Build a customer first culture based on focused continuous improvement.
- Improve customer outcomes: Own complaints handling, including complex cases and FOS referrals; Use complaints, CSAT and review data to identify improvements; Ensure customers receive fair and consistent outcomes.
- Shape the customer journey: Identify friction across our customer journeys and systems; Work across teams to turn insight into action; Oversee our presence across Trustpilot, Google Reviews and Defaqto; Use reviews and quality insight to understand customer pain points; Build a customer-first culture focused on continuous improvement.
You would be perfect for this role
- You’re a confident people leader – able to develop teams, set clear expectations and create a culture of continuous improvement.
- You turn insight into action – comfortable using data, complaints and customer feedback to spot trends and improve outcomes.
- You’re strategic and hands-on – able to see the bigger picture while stepping into the detail when needed.
Experience should include
- Leading customer experience or complaints teams
- Complaints handling in a regulated environment
- Customer insight, journey improvement and online reputation management
- Working knowledge of FCA requirements and Consumer Duty
What we offer
- 25–30 days holiday
- Private medical and life cover
- Work abroad through the Nomad policy
- Team socials and development support
First 6 months
- Get to know our customers, teams and journeys
- Turn insight into clear priorities and measurable improvement
Ready to shape what comes next? Let’s build insurance that enables more people to travel.
Customer Experience Manager in London employer: Ancile Insurance Group
As a Customer Experience Manager at our company, you'll be part of a dynamic and supportive team that prioritises customer satisfaction and continuous improvement. With a hybrid working model and regular travel to London, you will enjoy a flexible work environment while benefiting from 25–30 days of holiday, private medical and life cover, and opportunities for professional development. Join us in shaping exceptional customer experiences and making a meaningful impact in the insurance industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ancile Insurance Group. 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 Ancile Insurance Group 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 Manager in London
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 Ancile Insurance Group:Your cover letter is your chance to shine! Tell us why you want to work at Ancile Insurance Group 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 Ancile Insurance Group!
How to prepare for a job interview at Ancile Insurance Group
✨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.
