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For Companies At a Glance
- Tasks: Lead the charge in enhancing customer experiences and resolving escalated issues.
- Company: Join a purpose-driven organisation dedicated to improving mobility for all.
- Benefits: Enjoy competitive pay, life cover, generous holiday, and a supportive work environment.
- Why this job: Make a real difference in people's lives while shaping exceptional customer journeys.
- Qualifications: Strong communication skills and a passion for outstanding customer service are essential.
- Other info: Collaborative culture with opportunities for personal growth and development.
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 customers
- 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
- Innovation Driven – Always open to new ideas and better ways of working
- Service – Deliver exceptional service with a proactive, solutions-focused mindset
- Ethical & Fair – Do the right thing in the right way
- Brave – Challenge thinking and drive meaningful change
- Inspired – Motivate others and create new ways of working
- Empowered – Encourage responsible decision-making and ownership
- Ambitious – Support growth and development for everyone
- Advocates – Be a company customers, partners and employees are proud to be part of
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 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
✨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 think about how your experience aligns with their mission. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your appreciation and keeping you top of mind for the hiring team. Plus, it’s a great chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Customer Journey Manager
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 experience in customer service and any relevant skills that align with our mission of improving customer mobility.
Showcase Your Passion: We love candidates who are genuinely passionate about delivering exceptional customer service. Share examples of how you've gone above and beyond for customers in your previous roles to demonstrate your commitment.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to see your key achievements and skills related to the role.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application is reviewed promptly and you get the best chance to shine in front of our hiring 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. Prepare specific examples from your past experiences 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.
✨Emphasise Your Passion for Customer Service
Make sure to convey your genuine passion for delivering exceptional customer service. Talk about what motivates you to improve customer experiences and how you align with the company's values. This will help you connect with the interviewers on a personal level.