At a Glance
- Tasks: Lead customer experience initiatives and drive improvements based on feedback.
- Company: Rapidly growing insurtech company focused on vehicle replacement solutions.
- Benefits: Competitive salary, hybrid working, and opportunities for professional development.
- Other info: Join a team that values flexibility and innovation in customer service.
- Why this job: Make a real impact on customer experience in a dynamic environment.
- Qualifications: 5+ years in customer service with leadership experience and strong analytical skills.
The predicted salary is between 38000 - 42000 £ per year.
Are you passionate about turning customer feedback into real business improvement? This leading insurtech and vehicle replacement solutions provider is going through a period of rapid growth, and they're looking for a Customer Experience Manager to help shape what outstanding customer experience looks like. This is a genuinely exciting time to join, with real opportunity to make your mark.
This role is perfect for someone who thrives on data, insight and driving change. You'll take ownership of the Net Promoter Score (NPS) programme, lead complaints management from end to end, and work across departments to embed a genuinely customer-first culture as the business continues to expand.
What you'll be doing:
- Owning the Group's NPS programme and reporting to the Executive Leadership Team
- Managing the complaints process, from investigation through to root-cause analysis and prevention
- Using customer insight to shape strategy and drive continuous improvement
- Designing and delivering customer experience training across the business
- Influencing stakeholders at all levels (no direct line management required)
What we're looking for:
- 5+ years' customer service experience, including 2+ years in a leadership/managerial role
- Strong analytical skills and confidence working with CRM systems
- Excellent communication skills, both written and verbal
- A full UK driving licence
- Educated to A-Level/Degree standard or equivalent experience
Background: Any experience from a UK-based credit hire, motor insurance claims handler, replacement vehicle provider, insurance / insurtech company or a fleet operator is highly desirable. A qualification in Customer Experience, Business Improvement or Project Management (e.g. Lean Six Sigma or Institute of Customer Service) would be a bonus, as would experience implementing digital customer service tools such as chatbots or self-service platforms.
Hybrid working: Usually 3 days in office per week, occasionally 4 days and every now and then 2 days per week in the Solihull office - Flexibility is key! Join a business on an exciting growth journey and help shape its customer experience for the future. We're looking forward to hearing from you, please send your CV for immediate consideration.
Salary: £38,000–£42,000 p/a (d.o.e)
Customer Experience Manager in Birmingham employer: Gerrard White Consulting
Gerrard White Consulting is an exceptional employer, offering a dynamic and collaborative work culture within a leading international law firm. With a strong focus on innovation in the Real Estate sector, employees benefit from flexible working arrangements and ample opportunities for professional growth, making it an ideal environment for experienced lawyers looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gerrard White Consulting. 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 Gerrard White Consulting 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 Birmingham
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 Gerrard White Consulting:Your cover letter is your chance to shine! Tell us why you want to work at Gerrard White Consulting 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 Gerrard White Consulting!
How to prepare for a job interview at Gerrard White Consulting
✨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.
