At a Glance
- Tasks: Shape exceptional customer experiences and drive continuous improvement across all channels.
- Company: Join Zellis, a leading provider of HR & Payroll software with an inclusive culture.
- Benefits: Competitive salary, 25 days leave, private medical insurance, and enhanced pension scheme.
- Other info: Hybrid role with opportunities for growth and a focus on continuous learning.
- Why this job: Make a real impact on customer satisfaction while working in a supportive environment.
- Qualifications: Experience in handling complex customer enquiries and strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
Help shape exceptional customer experiences that build trust and drive continuous improvement. We are looking for a Customer Experience Manager to join our team, supporting the delivery of a consistent, high-quality customer journey across all channels. This is a pivotal role responsible for combining hands-on customer support, insight-driven analysis, and operational improvement to enhance the overall customer experience. You will work closely with the Head of Customer Experience and cross-functional teams to resolve complex issues, identify root causes, and implement meaningful improvements. This is a hybrid role with an expectation to be in the office one day each week across any of our offices. Our offices are based in Peterborough, Watford, Bristol or Birmingham.
What you’ll be doing:
- Manage complex or high-sensitivity customer cases, ensuring effective and empathetic resolution.
- Analyse customer feedback and behavioural data to identify trends and opportunities for improvement.
- Support the optimisation of customer journeys, reducing friction and improving satisfaction.
- Contribute to process improvements, maintaining high-quality documentation, playbooks and knowledge base content.
- Generate insights through data analysis (e.g. CSAT, NPS, FCR), supporting reporting and decision-making.
- Collaborate with Product, Engineering and Operations to resolve issues and enhance customer outcomes.
- Support the adoption of automation and AI tools to improve efficiency and reduce customer effort.
Skills & Experience:
We’re seeking a customer-focused professional who combines strong analytical capability with a passion for improving customer outcomes. You’ll ideally bring:
- Experience handling complex customer enquiries or escalations.
- Ability to analyse customer data and translate insights into actionable improvements.
- Strong communication skills, with the ability to engage effectively across teams.
- A structured, process-driven mindset with a focus on continuous improvement.
- Confidence working with performance metrics and reporting data.
- Experience within a B2B SaaS organisation would be advantageous but not essential.
Benefits & Culture:
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
- Unstoppable together.
- Always learning.
- Make it count.
- Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
- A competitive base salary.
- 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension scheme with company contributions up to 8.5%.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
Customer Experience Manager employer: Zellis
Zellis is an exceptional employer that prioritises the growth and well-being of its employees, offering a dynamic work culture where collaboration and continuous learning are at the forefront. With a commitment to inclusivity and innovation, employees can thrive in a supportive environment while contributing to the success of market-leading HR and Payroll solutions. The hybrid working model allows for flexibility, and the comprehensive benefits package, including competitive salary, generous leave, and private medical insurance, further enhances the overall employee experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Zellis on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Experience Manager role.
✨Tip Number 2
Prepare for the interview by diving deep into customer experience trends and best practices. Be ready to discuss how you can apply your analytical skills to improve customer journeys and resolve complex issues.
✨Tip Number 3
Showcase your passion for continuous improvement! Think of specific examples from your past roles where you've made a positive impact on customer satisfaction and be ready to share those stories during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Zellis team.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience with complex customer cases and any analytical skills that align with the job description. We want to see how you can contribute to shaping exceptional customer experiences!
Showcase Your Data Skills:Since this role involves analysing customer feedback and data, don’t forget to mention any relevant experience you have with performance metrics or reporting. We love seeing candidates who can translate insights into actionable improvements, so share specific examples!
Communicate Clearly:Strong communication skills are key for this position. When writing your application, be clear and concise. Use straightforward language to convey your ideas and experiences. Remember, we’re looking for someone who can engage effectively across teams!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Zellis
✨Know Your Customer Experience
Before the interview, dive deep into understanding what exceptional customer experiences look like. Familiarise yourself with common customer pain points and think about how you would address them. This will show your passion for improving customer outcomes and your analytical mindset.
✨Data is Your Best Friend
Brush up on your ability to analyse customer feedback and behavioural data. Be prepared to discuss specific metrics like CSAT or NPS and how you've used data in the past to drive improvements. This will demonstrate your structured, process-driven approach to enhancing customer journeys.
✨Showcase Your Communication Skills
Since this role involves collaboration across teams, practice articulating your thoughts clearly and effectively. Think of examples where you've successfully engaged with different departments to resolve complex issues. This will highlight your strong communication skills and teamwork.
✨Embrace Continuous Improvement
Be ready to discuss your experience with process improvements and how you've contributed to optimising customer journeys. Share specific examples of how you've identified root causes and implemented meaningful changes. This aligns perfectly with the company's focus on continuous improvement.
