Customer Experience Manager in North East

Are you ready to take the next step in your leadership career and help shape an outstanding customer experience? As a Customer Experience Team Manager, you’ll play a key role in leading a team of Customer Experience Specialists within a fast‑paced contact centre environment. You’ll be part of a supportive and collaborative team where wellbeing, respect and engagement are genuinely valued. This role is based in Durham and operates across a 7‑day service. You’ll work a range of shifts between 8am and 8pm on weekdays, and 8am to 6pm on weekends, completing 37.5 hours per week. Weekend working forms part of the role, with an expectation of 1 in 5 weekends. You’ll receive an initial 4‑week training programme, combining classroom learning and job shadowing to ensure you feel fully supported from the start, along with ongoing leadership development to help you grow your career.

What you’ll be doing:

• Coach, motivate and develop your team, building engagement, resilience and recognising success.
• Promote a customer‑first culture, supporting your team to deliver high‑quality outcomes and resolve queries effectively.
• Identify opportunities for process improvement, implementing solutions and supporting wider programme changes.
• Ensure all activities are compliant with legal, regulatory and company requirements, completing relevant governance training.
• Act as a role‑model, demonstrating strong leadership, professionalism and clear communication.

What you’ll bring:

• Experience of leading, motivating and developing a team to achieve results.
• A strong customer focus, with a commitment to delivering excellent customer outcomes.
• The ability to identify improvement opportunities, solve problems and drive change effectively.
• Good understanding of regulatory and governance requirements, with the ability to work within these.
• Strong communication skills, with the ability to inspire and influence others through positive role modelling.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you! Although this role is advertised as full‑time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK’s largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.