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- Tasks: Lead a large contact centre team to deliver exceptional customer experiences.
- Company: Cactus Search is dedicated to transforming customer service through innovative leadership.
- Benefits: Enjoy a hybrid work model after six months and a supportive team culture.
- Why this job: Make a real impact in customer service while inspiring a people-first culture.
- Qualifications: Proven leadership in contact centres and a passion for coaching teams.
- Other info: This role is fully onsite for the first six months, then hybrid.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by Cactus Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Cactus Search
Resourcing Manager – Customer Contact – Management, Planning, Transformation, Digital & Director Level at Cactus Search – Permanent, Interim &…
We’re on the lookout for a dynamic Customer Experience Manager to lead our large-scale contact centre. If you\’re passionate about elevating service, empowering people, and shaping seamless customer journeys—this is your role.
This role will be fully onsite in the South West for the 1st 6 months & then will progress to a hybrid business model.
What you’ll do:
- Lead a customer contact team of 250–500FTE to deliver outstanding customer experiences
- Champion CEX journey mapping and CX best practices
- Own BAU performance while driving continuous improvement
- Inspire a high-performing, people-first culture
What you bring:
- Proven senior leadership in large contact centre environments
- Sharp CX instincts and journey management experience
- A coaching mindset and a love for getting the best from teams
Why us?
Because you want to make real change, not just manage. You believe great service is a team sport—and you\’re ready to lead from the front.
Please share your CV to matt@cactussearch.co.uk
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Staffing and Recruiting
Referrals increase your chances of interviewing at Cactus Search by 2x
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Customer Experience Manager employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience management. Understanding current best practices and innovations in CX will help you demonstrate your passion and knowledge during discussions.
✨Tip Number 2
Network with professionals in the customer service industry, especially those who have experience in large contact centres. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams and improved customer experiences in previous roles. Being able to share concrete results will set you apart from other candidates.
✨Tip Number 4
Showcase your leadership style and coaching mindset during interviews. Highlighting your ability to inspire and develop teams will resonate well with the hiring managers looking for a people-first culture.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading large contact centre teams and showcases your customer experience (CX) instincts. Use specific examples that demonstrate your ability to drive continuous improvement and inspire a people-first culture.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for elevating service and shaping seamless customer journeys. Mention how your leadership style aligns with the company's vision and how you can contribute to their goals.
Highlight Relevant Skills: In your application, emphasise skills such as journey mapping, coaching, and performance management. These are crucial for the role of Customer Experience Manager and will help you stand out.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This shows initiative and enthusiasm for the role.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a large team. Be prepared to discuss your previous leadership experiences, focusing on how you've inspired and motivated teams to achieve outstanding results.
✨Demonstrate Your CX Knowledge
Familiarise yourself with customer experience (CX) best practices and journey mapping. Be ready to share specific examples of how you've implemented these strategies in past roles to enhance customer satisfaction.
✨Emphasise Continuous Improvement
Highlight your commitment to continuous improvement. Discuss any initiatives you've led that resulted in measurable enhancements in customer service or operational efficiency within a contact centre environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenging situations. Think of examples where you've successfully navigated difficult customer interactions or team dynamics.
