At a Glance
- Tasks: Lead a team to enhance customer experience and site performance.
- Company: Join a dynamic company focused on scaling European operations.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Fast-paced environment with potential for career advancement.
- Why this job: Make a real impact by shaping customer satisfaction and team morale.
- Qualifications: 5+ years in customer service management and strong leadership skills.
The predicted salary is between 50000 - 60000 £ per year.
About the role:
As CX Manager, you will be the senior operational presence on the ground at your Arcavindi CX site. This is a newly created role that sits at the heart of how we scale our European operation. You will own site performance, lead a team of Team Leaders, drive quality and customer satisfaction, and build the kind of environment where people do their best work. This role is all about ownership, consistency, and impact. You will be responsible for everything that happens at your site - from the daily numbers to the morale of your team - and you will work closely with the Head of CX EU to shape how the department grows.
Getting Started:
- Learn our systems, tools, markets, and the way the CX operation runs day to day.
- Build strong working relationships with your Team Leaders, agents, and key stakeholders across the business.
- Understand your site's performance baseline and identify the most important areas to focus on first.
Establishing Your Impact:
- Take full ownership of daily site performance - contact handling, quality, attendance, and team output.
- Work with Team Leaders to raise the consistency and standard of people management across the site.
- Get close to the mood and wellbeing of your team, and act on what you find.
Driving Excellence:
- Anticipate problems before they elevate and drive the actions needed to fix root causes, not symptoms.
- Contribute to cross-site planning, hiring, and the department's growth alongside the Head of CX EU.
- Build a site culture where performance, care, and continuous improvement go hand in hand.
Key Goals and Objectives:
- Maintain and improve performance against all CX KPIs at site level - interactions, quality, wait times, and email response.
- Create a site environment where agents feel supported, heard, and motivated to perform at their best.
- Work with the QA Lead to act on quality findings and drive down customer dissatisfaction at site level.
- Develop Team Leaders who grow in confidence and capability over time, and progressively take on more ownership.
- Contribute proactively to hiring, workforce planning, and operational improvement across the department.
Key Responsibilities:
- Own site performance across all channels and metrics on a daily and weekly basis.
- Lead, support, and develop Team Leaders - initially in an oversight capacity, progressively as their direct line manager.
- Monitor and respond to quality trends at your site in collaboration with the QA Lead.
- Take ownership of customer dissatisfaction patterns - investigate root causes and drive corrective action.
- Actively manage team wellbeing and engagement - listen, act, and create conditions where people thrive.
- Ensure the site operates in line with local employment law, HR policy, and any site‑specific regulatory requirements.
- Contribute to hiring decisions and workforce planning for your site.
- Identify opportunities to improve processes, reduce manual effort, or make better use of tools and technology.
- Collaborate with the training team on process documentation and ensure the site operates from accurate, up‑to‑date ways of working.
- Represent your site in cross‑site meetings and keep the Head of CX EU informed on performance and anything worth flagging.
Essential Skills and Experience:
- Proven experience managing a customer service or contact centre operation, with direct responsibility for team performance and people outcomes.
- A minimum of 5 years of experience managing a customer service or contact centre operation, including direct experience managing other people managers.
- A track record of building structure, processes, and standards in an environment where they didn't already exist.
- Comfortable operating independently and driving a site forward with minimal oversight.
- Strong people instincts - able to read a team, spot issues early, and act before they escape.
- At ease with ambiguity and change - Arcavindi is scaling fast and this role will grow with it.
Desirable Skills and Experience:
- Experience launching or standing up a new site, team, or operation from scratch.
- Background in a start‑up or scale‑up environment.
- Experience managing across multiple languages, nationalities, or cultural contexts.
- Commercial awareness - understands the relationship between headcount, cost, and operational efficiency.
- Proficiency in one or more of our active languages: Dutch, German, French, Italian, or Spanish.
EU Cx Manager in Morley employer: Vintage Cash Cow
At Trimble, we pride ourselves on being an exceptional employer, particularly for the EU Cx Manager role based in Morley. Our vibrant work culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development. With a strong focus on team wellbeing and performance excellence, we create an environment where every individual is empowered to make a meaningful impact and contribute to our collective success.
StudySmarter Expert Advice🤫
We think this is how you could land EU Cx Manager in Morley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vintage Cash Cow. 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 Vintage Cash Cow 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 EU Cx Manager in Morley
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 Vintage Cash Cow:Your cover letter is your chance to shine! Tell us why you want to work at Vintage Cash Cow 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 Vintage Cash Cow!
How to prepare for a job interview at Vintage Cash Cow
✨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.
