At a Glance
- Tasks: Build strong relationships and enhance customer experiences through proactive service management.
- Company: Dynamic managed services business focused on customer success.
- Benefits: Opportunity to influence service improvements and work with diverse teams.
- Other info: Based in North West England with travel to client sites.
- Why this job: Make a real impact on customer success while developing your career.
- Qualifications: Experience in customer service, strong communication skills, and a passion for excellence.
The predicted salary is between 40000 - 50000 £ per year.
Customer Insight & Experience | Customer Operations
Are you passionate about delivering exceptional customer experiences and building trusted client relationships?
We're looking for a
Customer Experience Manager to become the primary operational contact for a portfolio of customers, ensuring they receive a proactive, consistent and high-quality managed service experience throughout their journey with us.
This is a highly visible role where you'll work with customers, operational teams and senior stakeholders to ensure service performance is understood, risks are managed, and continuous improvements are delivered.
If you enjoy turning operational insight into meaningful customer outcomes, we'd love to hear from you.
What you'll be doing
As our Customer Experience Manager, you'll be the trusted partner for your customers, helping them gain maximum value from our managed services by providing clear communication, structured governance and proactive service management.
You'll
- Build strong, long-term relationships with your assigned customers, acting as their primary operational point of contact.
- Lead engaging service reviews, governance meetings and Quarterly Business Reviews (QBRs), presenting service performance in a clear and meaningful way.
- Monitor service performance, identify trends and risks, and work collaboratively to drive continuous service improvements.
- Create and manage Customer Service Improvement Plans (CSIPs), ensuring agreed actions are delivered and customers see measurable progress.
- Support customers through service issues and escalations with confidence, professionalism and empathy.
- Work closely with Customer Success, Service Operations, Reporting and Technology teams to improve service quality and customer satisfaction.
- Use reporting and operational data to provide valuable insights and recommendations that enhance the customer experience.
What we're looking for
We're interested in people who combine excellent relationship-building skills with a passion for service excellence.
You'll ideally have
- Experience in Customer Experience, Service Delivery, Service Management or Managed Services.
- A track record of leading customer service reviews, governance meetings or QBRs.
- Strong stakeholder management and communication skills, with the confidence to engage customers at all levels.
- The ability to interpret service performance data and translate it into practical improvement actions.
- Experience managing customer issues, risks and service escalations.
- Excellent organisational skills and the ability to manage multiple priorities.
- A proactive, collaborative approach and a genuine passion for delivering outstanding customer experiences.
It would be great if you also have
- Experience within telecommunications, managed services or IT services.
- ITIL awareness or certification.
- Experience working in customer-facing operational environments.
This is an exciting opportunity to play a key role in shaping the customer experience within a growing managed services business.
You'll have the chance to influence service improvements, work with a broad range of internal teams, and build lasting partnerships with customers while making a real impact on their success.
If you're someone who enjoys solving problems, building trusted relationships and delivering service excellence, we'd love to hear from you.
Please note
We're looking for someone based in the North West of England who can support our customer portfolio across the region, with regular travel to client sites as part of the role.
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Customer Experience Manager in Blackburn employer: Maintel
Maintel is an excellent employer that fosters a collaborative and innovative work culture, empowering employees to contribute meaningfully to strategic financial decisions. With flexible remote working options and a commitment to professional development, team members can thrive in their roles while enjoying a healthy work-life balance. The company's focus on growth and optimisation ensures that every employee has the opportunity to make a significant impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Blackburn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Maintel. 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 Maintel 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 Blackburn
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 Maintel:Your cover letter is your chance to shine! Tell us why you want to work at Maintel 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 Maintel!
How to prepare for a job interview at Maintel
✨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.
