At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional experiences across multiple platforms.
- Company: Join Apogee, a dynamic tech company backed by HP, transforming IT management.
- Benefits: Enjoy flexible working, 33 days holiday, and professional development opportunities.
- Other info: Diversity and inclusion are at our core; bring your authentic self to work.
- Why this job: Make a real impact in customer experience while driving innovation and change.
- Qualifications: Proven leadership in customer contact centres and strong knowledge of IT services required.
The predicted salary is between 70000 - 90000 € per year.
Location: Hybrid working with office locations in Maidstone & Lincoln.
ABOUT US
With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations!
JOB DETAILS
This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information. We are committed to fair recruitment and will consider disclosed information on a case‑by‑case basis, in line with our policy on the recruitment of ex‑offenders.
You will lead our Customer Experience and Contact Centre teams, bringing together multiple geographically dispersed groups into one high‑performing, customer‑obsessed operation. With approximately 100 people under your leadership, you will ensure every customer interaction – whether through phone, chat, or digital platforms – delivers exceptional outcomes. You will focus on unifying processes, simplifying systems, and embedding an outstanding customer‑first culture across the business. This will demand exceptional leadership, operational discipline, and the ability to balance professionalism with empathy as you drive significant change. Your remit will extend across managed print, IT managed services, and emerging technology solutions. You will ensure quality, responsiveness, and satisfaction remain at the heart of everything, even as our complexity and service portfolio expand.
KEY RESPONSIBILITIES
- Lead, inspire, and develop customer service and contact centre teams across multiple UK locations.
- Drive operational excellence across all customer touchpoints, ensuring every interaction reflects Apogee’s commitment to service quality.
- Create streamlined and scalable processes that enhance efficiency and deliver a consistent customer experience.
- Collaborate with senior leaders to ensure customer support and onboarding requirements are represented in all technical and operational strategies.
- Establish, monitor, and continuously refine KPIs, SLAs, and XLAs to ensure accountability and measurable success.
- Oversee resource planning and workforce utilisation to optimise performance and maintain profitability.
- Champion customer success by ensuring services align with client expectations and deliver tangible business value.
- Maintain compliance with ISO, CE+, and GDPR standards, embedding best practice across all service operations.
- Mentor, coach, and develop leadership capability within the customer experience and support functions to build a strong succession pipeline.
- Act as the senior point of escalation for complex customer issues, ensuring swift, transparent resolution.
- Partner with vendors and internal stakeholders to uphold compliance, strengthen accreditations, and support Apogee’s long‑term growth ambitions.
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This involves hybrid working with office locations in Maidstone & Lincoln.
CLOSING DATE: Wednesday 22nd October
SKILLS AND EXPERIENCE REQUIRED
- Experienced leader of large‑scale customer contact centres handling high volumes of tickets or queries.
- Strong knowledge of IT Managed Services, Managed Print Solutions, and multi‑vendor environments.
- ITIL v4 certified with knowledge of ISO20000-1 standards.
- Proven track record in managing organisational change and driving transformation initiatives.
- Excellent communicator with strong stakeholder management skills.
- Experienced in implementing and managing ITSM platforms.
- Skilled in managing services through SLAs, XLAs, and KPIs.
- Evidence of building or scaling a customer service department or offering from the ground up.
- Empathetic, professional, and operationally disciplined, with a focus on delivering exceptional customer outcomes.
We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.
BENEFITS
- Flexible working options
- 33 days holiday including bank holidays
- Holiday purchase scheme
- Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
- 2 paid days off per year for voluntary work to support our local communities
- Staff Reward Scheme
- Pension scheme
- Life assurance 4 x salary
- Sponsorship for professional development and memberships
- Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
- Mental health first aider support programme
- Cycle2work scheme
- Discounted Gym Membership
- Eye care voucher scheme
- Free flu vaccinations
- Employee social events and recognition activities throughout the year
- HP Employee discount programmes
- Mobile phone discounts
WHY JOIN APOGEE
At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them. Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee. We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible. We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families. Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.
Customer Experience Director in Maidstone employer: Apogee
Apogee is an exceptional employer that prioritises employee growth and well-being, offering flexible working options and a comprehensive benefits package including 33 days of holiday, enhanced family-friendly benefits, and professional development sponsorship. With a strong commitment to inclusivity and a vibrant work culture, employees are encouraged to bring their authentic selves to work, fostering innovation and collaboration across our hybrid locations in Maidstone and Lincoln.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Director in Maidstone
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! You want to be able to confidently explain why you’re the perfect fit for the Customer Experience Director role without sounding rehearsed.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you note can keep you fresh in their minds and show your enthusiasm for the role.
We think you need these skills to ace Customer Experience Director in Maidstone
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Director role. Highlight your leadership experience and how it aligns with our commitment to exceptional customer service.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven change and improved customer experiences in previous roles. We love seeing tangible results!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to know what makes you unique, so don’t be afraid to share your story and passion for customer experience.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role!
How to prepare for a job interview at Apogee
✨Know Your Stuff
Before the interview, dive deep into Apogee's services and values. Understand their approach to customer experience and how they integrate IT managed services. This knowledge will help you align your answers with their mission and demonstrate your genuine interest in the role.
✨Showcase Leadership Skills
As a Customer Experience Director, you'll need to lead diverse teams. Prepare examples of how you've successfully managed large-scale contact centres or driven transformation initiatives. Highlight your ability to inspire and develop teams, as this is crucial for the role.
✨Emphasise Empathy and Professionalism
Apogee values a balance between professionalism and empathy. Be ready to discuss how you've handled complex customer issues with care and transparency. Share specific instances where your empathetic approach led to positive outcomes for customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and operational discipline. Think about challenges you've faced in previous roles and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
