At a Glance
- Tasks: Lead and transform the UK Customer Experience Team to enhance service quality and customer satisfaction.
- Company: NVD UK, a top vehicle logistics provider with a focus on innovation and customer care.
- Benefits: Competitive pay, pension scheme, performance bonuses, and comprehensive training opportunities.
- Other info: Join a diverse team committed to equality and professional growth.
- Why this job: Make a real impact by driving customer-first initiatives in a fast-paced environment.
- Qualifications: Proven leadership in customer experience and strong relationship management skills required.
The predicted salary is between 45000 - 55000 £ per year.
About NVD
NVD UK, a leading vehicle logistics and services provider, is seeking an exceptional Customer Experience Manager to lead and transform our UK Customer Experience function.
Operating within a fast-paced, high-growth environment, you will take full ownership of the UK Customer Experience Team, driving a customer-first culture, improving operational performance, and building a highly engaged, high-performing team.
This is a pivotal leadership role for a hands-on, commercially aware manager who thrives on creating structure, developing people, driving accountability, and delivering measurable improvements in customer outcomes.
We are seeking a proven leader who can identify opportunities for improvement, implement sustainable processes, and operate with a high degree of autonomy while managing relationships with some of the world’s leading automotive brands.
- Pay and Benefits
- Death In Service Benefit
- Digital GP
- Pension Scheme
- Staff Purchase Schemes: Tyres and Tools
- Employee Assistance Programme
- Bike to Work
- Performance-related bonus opportunity
- Comprehensive training and ongoing professional development
- Staff car parking privileges
- Discounted gym membership
- Bike to Work
Key Responsibilities
- As the Customer Experience Manager, your responsibilities will include:
- Team Development & Performance
Leadership: Lead, mentor, and develop the UK Customer Experience Team, establishing clear performance standards, accountability frameworks, coaching plans, and development pathways to build a high-performing culture.
- Team Transformation & Capability
Building: Assess existing team capability, identify performance gaps, and implement improvement initiatives that enhance service quality, productivity, engagement, and customer satisfaction.
- Account & Client
- Relationship
Management: Act as the senior point of contact for key automotive clients, ensuring exceptional service delivery, SLA compliance, and long-term relationship development.
- Process Optimisation, Onboarding & Continuous
Improvement: Review, challenge, and improve customer experience processes across the vehicle lifecycle, identifying root causes of recurring issues and implementing sustainable solutions.
- Performance Management & KPI Delivery: Establish, monitor, and drive key operational and customer service metrics, ensuring targets are achieved and performance trends are proactively addressed.
- Strategic Problem Solving: Take ownership of operational and customer challenges, developing practical solutions and driving initiatives independently with minimal supervision.
- Cross-Functional Leadership: Collaborate closely with Operations, Transport, Warehousing, and Senior Leadership teams to improve customer outcomes and operational efficiency.
- Change Management: Lead and support business improvement initiatives, embedding new processes, behaviours, and service standards across the team.
Requirements
- We are seeking candidates with the following qualifications and attributes:
- Proven leadership experience within customer experience, customer service, account management, operations, or a related environment.
- Demonstrated success leading, coaching, and developing customer-facing or operational teams.
- Track record of delivering measurable improvements in service quality, customer satisfaction, team productivity, or operational performance.
- Strong ability to operate independently, take initiative, and drive improvements without requiring close supervision.
- Excellent stakeholder management and relationship-building skills, with the confidence to engage effectively with senior clients and internal leaders.
- Strong commercial awareness and ability to balance customer expectations with operational realities.
- Strategic thinker with excellent analytical and problem-solving capabilities.
- Experience developing SOPs, performance standards, training programmes, and continuous improvement initiatives.
- Proficiency in Microsoft Office Suite and CRM systems.
- Exceptional organizational skills, attention to detail, and ability to manage multiple priorities.
- Highly adaptable with strong conflict resolution and decision-making capabilities in fast-paced environments.
- Automotive, logistics, fleet, or supply chain experience would be advantageous but is not essential.
- Willingness to travel occasionally for client meetings.
- Full UK driving license required.
- Equal Opportunities Statement
National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace.
We value openness, innovation, customer focus, and operational excellence.
Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation.
We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.
- #IND1
- #J-18808-Ljbffr
Customer Experience Manager in Southampton employer: Uniting Holding
Riverway Foods is an excellent employer that values its employees and fosters a supportive work culture. Located in Harlow, the company offers competitive pay, comprehensive benefits including 28 days of holiday, and access to Grocery Aid for additional support. With a focus on employee growth and teamwork, Riverway Foods provides a rewarding environment for those looking to contribute to crafting quality products in a thriving factory setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uniting Holding. 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 Uniting Holding 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 Southampton
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 Uniting Holding:Your cover letter is your chance to shine! Tell us why you want to work at Uniting Holding 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 Uniting Holding!
How to prepare for a job interview at Uniting Holding
✨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.
