At a Glance
- Tasks: Lead the charge in enhancing supporter journeys and creating seamless experiences.
- Company: Join PDSA, a charity dedicated to keeping pets and people together.
- Benefits: Enjoy flexible working, generous holiday, and a supportive team culture.
- Other info: Be part of a diverse team committed to positive change and community impact.
- Why this job: Make a real difference for pets and their owners while shaping customer experiences.
- Qualifications: Experience in customer experience management within the charity sector is essential.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a passionate and insight-led Customer Experience Manager who is looking for the opportunity to shape and enhance supporter and client journeys across PDSA. In this role, you will lead the development of customer experience strategies that ensure every interaction with our Charity is seamless, engaging, and truly supporter-focused.
You can join us to help keep even more people and pets together when times are tough. For over a century, PDSA have provided vital veterinary care for the pets of people in financial hardship. We deliver over 2 million treatments every year and handle over 300 emergencies every day. In fact, we treat more pets than all other UK vet charities combined.
We are on an ambitious journey to expand our reach and strengthen the way supporters and clients experience PDSA. Delivering consistent, high-quality experiences across multiple touchpoints is essential to ensuring we can continue to support people and their beloved pets, both now and in the future. To achieve this, we need driven and collaborative individuals who are ready to embrace change, use insight to inform improvement, and work across teams to deliver meaningful impact.
If you’re ready to make a real difference and be part of a team that’s creating positive change for pets and people alike, we’d love you to join us.
As Customer Experience Manager, you will be responsible for:
- Supporter Experience Strategy & Implementation – Develop and execute supporter experience initiatives that align with PDSA’s mission, ensuring seamless and engaging client and supporter journeys.
- Data-Driven Decision-Making – Utilise data analytics to analyse customer insights, monitor satisfaction levels, and inform strategic improvements.
- Supporter Journey Optimisation – Map, review, and refine supporter journeys to enhance engagement, loyalty, and overall satisfaction across all touchpoints.
- Cross-Functional Collaboration – Work closely with Marketing, Fundraising, Communications, Retail, and Technology teams to create an integrated, multi-channel customer experience.
- Customer Feedback & Performance Monitoring – Track and respond to feedback from multiple platforms (e.g., Trustpilot, Google My Business), using insights to drive improvements and reduce complaints.
- Innovation & Continuous Improvement – Stay updated on industry trends, competitor activities, and emerging technologies to enhance customer experience strategies.
We’re seeking someone with:
- Customer Experience & Engagement Expertise – Proven experience in managing and improving supporter and client experience within the charity or non-profit sector.
- Multi-Channel Experience Management – Strong understanding of delivering exceptional customer service across digital, retail, and supporter engagement channels.
- Technology & Data Utilisation – Ability to leverage technology and data insights to drive customer engagement and experience enhancements.
- Journey Mapping & Insight-Driven Improvement – Experience using supporter insights to refine interactions and optimise journeys.
- Stakeholder Engagement & Communication – Excellent ability to collaborate with internal teams and external customers to ensure a consistent and high-quality experience.
- Problem-Solving & Conflict Resolution – Strong analytical and problem-solving skills to identify pain points, improve satisfaction scores, and resolve customer concerns effectively.
Rewards, support and benefits:
We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.
As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:
- Flexible working options to support your work–life balance and individual circumstances.
- 25 days’ holiday plus Bank Holidays, with option to buy or sell an extra five days.
- Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
- Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
- Life assurance providing four times your annual salary for added peace of mind.
- AXA Health Employee Assistance Programme, with 24/7 wellbeing support.
- Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
- Enhanced maternity, paternity and adoption leave to support you and your family.
- 15% discount on PDSA Pet Insurance plus access to staff veterinary services.
PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.
If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.
We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.
To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.
Customer Experience Manager in Telford employer: PDSA
PDSA is an exceptional employer that fosters a collaborative and supportive work culture, where every team member can contribute to meaningful change for pets and their owners. With flexible working options, generous holiday allowances, and a commitment to employee wellbeing, PDSA ensures that its staff feel valued and empowered. Located in Telford, this role offers the unique opportunity to be part of a charity that has been making a significant impact for over a century, providing vital veterinary care to those in need.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Telford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PDSA. 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 PDSA 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 Telford
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 PDSA:Your cover letter is your chance to shine! Tell us why you want to work at PDSA 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 PDSA!
How to prepare for a job interview at PDSA
✨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.
