At a Glance
- Tasks: Lead teams to deliver exceptional customer experiences and resolve complex issues.
- Company: Join ISS, a global leader in workplace and facility management.
- Benefits: Exciting career opportunities, inclusive culture, and commitment to personal growth.
- Other info: Diverse and inclusive workplace with a focus on continuous improvement.
- Why this job: Make a real impact by enhancing service delivery and client satisfaction.
- Qualifications: Experience in customer service leadership and strong problem-solving skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a leader who can translate strategy into action by leading high-performing teams, improving service outcomes, and strengthening client confidence through consistent, high-quality delivery. You will act as the escalation point for complex issues, ensuring timely resolution while driving continuous improvement in processes and performance.
Key Responsibilities
- Lead and inspire teams to deliver outstanding customer experience across all services
- Drive performance against KPIs, SLAs, and quality standards
- Take ownership of complex customer escalations, ensuring timely and effective resolution
- Embed a culture of continuous improvement, quality, and Right First Time delivery
- Analyse performance data to identify trends and implement improvement plans
- Ensure teams are fully trained, supported, and developed through coaching and structured development
- Collaborate with stakeholders to improve processes and strengthen service delivery
- Maintain strong governance across operations, including compliance and quality assurance
Professional and Personal Competencies/Qualifications
- Proven experience in a senior customer service or operational leadership role
- Strong track record of delivering against KPIs and service targets
- Experience leading and developing high-performing teams
- Excellent stakeholder management and communication skills
- Ability to manage complex issues and drive resolution
- Strong analytical and problem-solving capability
The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.
ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
Customer Experience Manager employer: ISS
At ISS, we pride ourselves on being a world-leading workplace and facility management company that values people at its core. As a Customer Experience Manager, you will thrive in a dynamic environment that fosters continuous improvement and professional growth, supported by a diverse and inclusive culture. With a commitment to high-quality service delivery and employee development, ISS offers a rewarding career where you can truly make a difference in the lives of others.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Experience Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer experience. We recommend role-playing with a friend or using mock interview tools to boost your confidence and showcase your leadership skills.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've driven performance against KPIs and improved service outcomes in previous roles. We want to see that passion for excellence!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in being part of our diverse and inclusive team at ISS.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Your Leadership Skills:When applying for the Customer Experience Manager role, make sure to highlight your experience in leading teams. We want to see how you've inspired others and driven performance in previous roles, so share specific examples that demonstrate your leadership style.
Focus on Problem-Solving:This role involves managing complex issues, so don’t shy away from showcasing your analytical skills. We love candidates who can identify trends and implement effective solutions, so include any relevant experiences where you’ve tackled challenges head-on.
Emphasise Continuous Improvement:We’re all about quality and continuous improvement at StudySmarter. In your application, mention any initiatives you’ve led or been part of that improved service delivery or team performance. This shows us you’re aligned with our values!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at ISS
✨Know Your Stuff
Before the interview, dive deep into ISS's values and mission. Understand how they connect with customer experience and service delivery. This will help you articulate how your leadership style aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've led high-performing teams in the past. Be ready to discuss specific KPIs you've met and how you’ve driven continuous improvement. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Complex Scenarios
Think of challenging customer escalations you've handled before. Be prepared to explain your thought process and the steps you took to resolve these issues effectively. Highlight your analytical skills and problem-solving capabilities.
✨Engage with Stakeholders
Demonstrate your communication skills by discussing how you've collaborated with various stakeholders in previous roles. Share examples of how you’ve improved processes and strengthened service delivery through teamwork.
