At a Glance
- Tasks: Lead the development of a top-notch customer experience strategy and improve customer journeys.
- Company: Join a growing national organisation with a collaborative, values-led culture.
- Benefits: Enjoy a competitive salary, hybrid working, and excellent professional development opportunities.
- Other info: Exciting opportunity for career progression in a dynamic environment.
- Why this job: Make a real impact by shaping customer experiences and driving organisational change.
- Qualifications: Proven leadership in customer experience and strong stakeholder management skills.
The predicted salary is between 70000 - 70000 £ per year.
- Head of Customer Experience
- Shape the Customer Experience Strategy for a Growing National Organisation
An exciting opportunity has arisen for an experienced customer experience leader to join a large, multi-site organisation during a period of significant growth and transformation.
We're looking for a strategic and commercially minded Head of Customer Experience to lead the development of an end-to-end customer experience function.
This is a high-impact leadership role responsible for creating exceptional customer journeys, improving satisfaction and retention, and ensuring customer insight drives business decisions across the organisation.
If you're passionate about delivering outstanding service, leading change and using data to improve customer outcomes, we'd love to hear from you.
The Role
Reporting into the senior leadership team, you'll develop and implement the organisation's customer experience strategy, ensuring every customer receives a consistent, responsive and high-quality service throughout their journey.
You'll work collaboratively across operational and central support teams to improve processes, resolve complex customer issues, strengthen communication, and embed a culture where customer experience is at the heart of decision making.
Key responsibilities include
- Developing and delivering the customer experience strategy across the business.
- Leading customer service excellence, complaint resolution and service recovery.
- Using customer feedback, insight and performance data to identify opportunities for continuous improvement.
- Driving improvements across customer journeys, onboarding, communication and digital engagement.
- Partnering with operational leaders to embed best practice and improve service delivery.
- Establishing meaningful reporting, KPIs and governance to monitor customer satisfaction, retention and service performance.
- Leading and developing a high-performing customer experience function.
About You
You'll be an experienced senior leader with a proven track record of improving customer experience within a complex, customer-focused organisation.
You'll bring
- Significant experience leading customer experience, customer service or service improvement functions.
- A strong background in managing customer escalations and complaint resolution.
- Experience designing and improving customer journeys using customer insight and performance data.
- Excellent stakeholder management skills with the ability to influence at senior level.
- Strong leadership experience, with a passion for developing high-performing teams.
- Commercial awareness and an ability to balance customer needs with operational priorities.
- Experience leading organisational change and continuous improvement initiatives.
Experience within sectors such as care, education, healthcare, hospitality, retail or other multi-site service environments would be advantageous but is not essential.
- What's on Offer
- A senior leadership opportunity with genuine strategic influence.
- The chance to shape and develop a new customer experience function.
- Hybrid working.
- Competitive salary and comprehensive benefits package.
- A collaborative, values-led culture focused on continuous improvement.
- Excellent opportunities for professional development and career progression.
If you're an inspiring customer experience leader looking to make a lasting impact within a growing organisation, we'd love to hear from you. Apply today to find out more
Head of Customer Experience in Manchester employer: Olympus Recruitment
Join a dynamic organisation dedicated to shaping outstanding early years education across the South West. As a Regional Quality Advisor, you'll benefit from a competitive salary of £45,000 per annum, ongoing professional development, and the opportunity to make a significant impact on children's outcomes. Our supportive work culture fosters collaboration and innovation, ensuring you thrive in your role while helping nursery teams achieve exceptional quality standards.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Olympus Recruitment. 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 Olympus Recruitment 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 Head of Customer Experience in Manchester
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 Olympus Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Olympus Recruitment 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 Olympus Recruitment!
How to prepare for a job interview at Olympus Recruitment
✨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.
