At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive operational excellence.
- Company: Join Fexco Property Services, a forward-thinking company with a focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for personal growth.
- Other info: Be part of a diverse workplace that values your unique contributions.
- Why this job: Make a real impact by shaping customer journeys and leading a passionate team.
- Qualifications: Experience in contact centre management and a passion for customer satisfaction.
The predicted salary is between 45000 - 55000 £ per year.
Location: Salisbury / Hybrid
Company: Fexco Property Services
Type of Employment: Full Time, Permanent
About this Role:
We are seeking an experienced and driven Contact Centre Manager / CX Manager to lead a high-performing customer operation of approximately 50 advisors. This is a pivotal leadership role responsible for delivering operational excellence, shaping outstanding customer experiences, and driving a culture of continuous improvement. You will lead a team of Team Leaders, alongside Quality and Project functions, ensuring performance, engagement, and customer satisfaction are consistently delivered.
Main Duties and Objectives:
- Leadership & People Management
- Lead, coach, and develop a team of Team Leaders overseeing c.50 Customer Advisors
- Create a high-performance, customer centric culture focused on engagement and accountability
- Provide clear direction to the Quality Manager and Project Manager to align initiatives with CX strategy
- Drive employee engagement, retention, and succession planning
- Embed consistent coaching frameworks and leadership standards across all teams
- Customer Experience (CX)
- Own the end-to-end customer journey, ensuring a seamless and high-quality experience
- Use customer feedback (CSAT, NPS, complaints) to identify improvement opportunities
- Champion a “customer-first” mindset across all levels of the operation
- Collaborate cross-functionally to improve customer outcomes
- Performance & KPI Management
- Take full accountability for delivering operational KPIs, including: Service Levels / SLA, Customer Satisfaction (CSAT / NPS), First Contact Resolution (FCR), Quality Scores, Productivity & Efficiency
- Analyse data and performance trends to drive insight-led decisions
- Ensure robust and consistent performance management is applied across all teams
- Continuous Improvement (CI)
- Lead and embed a culture of continuous improvement
- Identify opportunities to improve processes, efficiency, and customer satisfaction
- Partner with the Project Manager to deliver impactful change and transformation initiatives
- Promote innovation, automation, and best practice across the contact centre
- Resource Planning & Forecasting
- Oversee forecasting and workforce planning to meet demand and service targets
- Ensure effective scheduling and real-time management
- Balance service excellence with cost efficiency
- Quality & Compliance
- Partner with the Quality Manager to maintain strong quality assurance frameworks
- Ensure compliance with regulatory and internal standards
- Drive improvements in quality performance through targeted actions
- Coaching & Development
- Build and embed a strong coaching culture across all leadership levels
- Ensure Team Leaders effectively develop advisors to reach their full potential
- Identify training needs and support ongoing capability development
- Develop future leaders and support internal career progression
- Stakeholder Management
- Collaborate with key stakeholders across the business (HR, IT, Operations, Product)
- Provide regular performance insights and reporting to senior leadership
- Act as the voice of the contact centre within the wider organisation
Skills and Experience Required:
Essential
- Proven experience managing a contact centre (40–100 FTE)
- Strong leadership experience managing Team Leaders and multi-layered teams
- Track record of delivering and improving KPIs
- Experience in customer experience (CX) strategy and delivery
- Strong analytical and data-driven decision-making skills
- Experience in forecasting, workforce planning, and resource optimisation
- Demonstrable success in driving continuous improvement initiatives
- Excellent coaching and people development capabilities
- Experience managing Quality and Project Functions
- Knowledge of Lean Six Sigma or Continuous Improvement Methodologies
- Experience delivering transformation and change initiatives
Key Competencies:
- Leadership and Influencing
- Performance Management
- Customer Focus
- Strategic Thinking
- Data Driven Decision Making
- Coaching and Development
- Change and Transformation
Success Measures:
- A consistently high-performing operation delivering excellent customer outcomes and engaged teams, evidenced by:
- CSAT/NPS at or above target
- Strong employee engagement scores
- Issues resolved first time, with minimal escalations through proactive management and team capability
- High First Contact Resolution (FCR)
- Reduction in repeat contact and complaint volumes
- Service delivery is reliable, efficient, and well-controlled
- Service levels / SLA adherence consistently met
- Optimised Average Handling Time (AHT) (balanced with quality)
- Low backlog and strong case resolution times
- Customer insight is actively used to drive measurable improvements
- Reduction in failure demand
- Delivery of continuous improvement initiatives with clear impact
- High standards of quality and compliance
- Strong Quality Assurance (QA) scores
- Positive audit and compliance outcomes
- A culture of accountability, ownership, and customer obsession is embedded
- Improved team performance and productivity
- Low attrition and high capability across the team
- Recognised as a trusted and influential function
- Increased Trustpilot/review scores
- Positive feedback from internal stakeholders
- Demonstrable contribution to retention, reputation, and service improvement
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
Customer Experience Manager (Contact Centre Manager) in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Contact Centre Manager) in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. 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 Fexco 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 (Contact Centre Manager) in Salisbury
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 Fexco:Your cover letter is your chance to shine! Tell us why you want to work at Fexco 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 Fexco!
How to prepare for a job interview at Fexco
✨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.
