Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Oversee and enhance the customer experience, ensuring exceptional service at every touchpoint.
- Company: Purpose-driven organisation focused on improving mobility and customer satisfaction.
- Benefits: Competitive salary, profit-related pay, life cover, and 23 days holiday.
- Why this job: Shape customer journeys and make a real difference in people's lives.
- Qualifications: Strong interpersonal skills and previous customer service experience preferred.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a proactive and customer-focused Customer Journey Manager to join our Sales & Marketing team. In this role, you will be responsible for overseeing and continuously improving the end-to-end customer experience, ensuring that every interaction reflects our commitment to exceptional service. You will act as the first point of contact for escalated customer complaints, monitor feedback across multiple channels, and work collaboratively across departments to identify opportunities to enhance the customer journey. This is a key position within the business, ensuring that customer insights drive improvements across operations, service delivery and training.
Our Mission
Our purpose is to change people's lives by improving their mobility, through understanding customer needs and providing the most appropriate solutions. By delivering real value to our customers, we aim to build a profitable and sustainable business while maintaining the highest standards of service and care.
Key Responsibilities
- Customer Experience & Journey Management
- Monitor and develop the external customer journey process, ensuring clear ownership of each stage
- Identify opportunities to improve the customer experience across all touchpoints
- Work with internal teams to ensure consistent service standards are maintained
- Develop improved methods of measuring customer satisfaction across the customer journey
- Customer Feedback & Escalations
- Act as the first point of contact for escalated customer complaints
- Record, monitor and report on Customer Related Issues (CRIs)
- Carry out customer feedback calls following installations for both Retail and Motability customer
- Analyse feedback to identify trends and drive service improvements
- Reviews & Online Reputation
- Work closely with the Online Marketing team to increase response rates on customer reviews across platforms such as Trustpilot and Google
- Monitor and manage online feedback to support continuous improvement
- Cross-Department Collaboration
- Work closely with the Quality Manager to identify service issues and implement improvements
- Collaborate with the Field Product Assessment and Business Development teams
- Share customer insights with internal stakeholders to support operational improvements
- Training & Development
- Provide training, coaching and mentoring where required to improve service delivery
- Lead disability awareness training across the organisation in partnership with charity partners
- Identify training needs across the customer journey touchpoints
- Reporting & Performance Monitoring
- Record and analyse customer service data and performance metrics
- Provide monthly and quarterly reports to the Head of Sales & Marketing
- Use insights and performance data to drive improvements and support business growth
What We’re Looking For
We are seeking someone with strong emotional intelligence, a genuine passion for delivering exceptional customer service and ideally previous experience within a similar sector.
Essential Skills & Experience
- Strong interpersonal skills and the ability to manage sensitive or complex customer situations
- Excellent communication skills (written, verbal and presentation)
- Ability to analyse feedback and identify service improvement opportunities
- Strong organisational skills and ability to manage your own workload
- High level of emotional intelligence and empathy
- Proficiency with Microsoft Office and IT systems
Personal Attributes
- Customer-focused with a proactive mindset
- Confident communicator with the ability to influence and support colleagues
- Collaborative and supportive team player
- Strong attention to detail and problem-solving ability
Our Values
We are proud to work in a culture that reflects the following values: Innovation Driven, Service, Ethical & Fair, Brave, Inspired, Empowered, Ambitious, Advocates.
Why Join Us
This role offers the opportunity to play a central role in shaping the customer experience within a purpose-driven organisation committed to improving people's lives through mobility solutions. You'll work closely with multiple departments, helping to ensure our customers receive the highest level of service and support at every stage of their journey.
Customer Journey Manager in Alfreton employer: Mobility in Motion
Contact Detail:
Mobility in Motion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager in Alfreton
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Journey Manager in Alfreton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Journey Manager role. Highlight your relevant experience and skills that align with our mission of improving customer mobility and service excellence.
Showcase Your Customer Focus: In your application, emphasise your passion for delivering exceptional customer service. Share specific examples of how you've improved customer experiences in previous roles, as this is key to what we’re looking for.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We want to see your personality shine through, so let your communication style reflect who you are!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Mobility in Motion
✨Know the Customer Journey Inside Out
Before your interview, make sure you understand the entire customer journey process. Familiarise yourself with how each touchpoint works and think about ways you could improve it. This will show that you're proactive and ready to contribute from day one.
✨Prepare for Scenario Questions
Expect questions about handling escalated customer complaints or improving customer satisfaction. Think of specific examples from your past experience where you've successfully navigated similar situations. This will demonstrate your emotional intelligence and problem-solving skills.
✨Show Your Collaborative Spirit
Since this role involves working closely with various departments, be ready to discuss how you've collaborated in the past. Share examples of how you’ve worked with teams to enhance service delivery or resolve issues, highlighting your ability to influence and support colleagues.
✨Bring Data-Driven Insights
Be prepared to talk about how you've used data to drive improvements in customer service. Whether it's through analysing feedback or performance metrics, showcasing your analytical skills will underline your capability to enhance the customer journey effectively.