At a Glance
- Tasks: Lead customer satisfaction initiatives and enhance the customer journey across all touchpoints.
- Company: Dynamic manufacturer in Chorley with a focus on customer experience.
- Benefits: Up to £40,000 salary, hybrid working, 30 days annual leave, and career development.
- Other info: Join a supportive team and enjoy opportunities for progression in a thriving environment.
- Why this job: Make a real difference in customer experiences and drive improvements in a growing company.
- Qualifications: Experience in customer experience or complaint handling, strong communication and analytical skills.
A key role for a manufacturer in the Chorley area, the Customer Experience Manager takes ownership of customer satisfaction (CSAT) and the end-to-end customer journey, and acts as the primary point of escalation for customer complaints, both pre-sale and post-sale. The role also owns the Group's reputation across all Trustpilot pages. Working closely with customer service, sales, bookings, and installation teams, department heads, team managers, and the Group Continuous Improvement Manager, the role builds strong cross-functional working relationships, ensures complaints are resolved consistently and fairly, drives continuous improvement of the customer journey and CSAT, and ensures complaint and satisfaction performance is tracked and reported to the Operational Leadership Team.
Key Responsibilities:
- CSAT & Customer Journey: Own and drive continuous improvement of customer satisfaction (CSAT) across the Group, setting targets and tracking performance over time. Map and improve the end-to-end customer journey, identifying and removing friction points from initial enquiry through to installation and beyond. Build and manage strong working relationships between customer service, sales, bookings, and installation teams to ensure a consistent, joined-up customer experience. Use CSAT and customer journey data to identify recurring pain points and champion continuous improvement initiatives across departments.
- Trustpilot & Reputation Management: Take ownership of all Trustpilot pages across the Group. Monitor, respond to, and manage reviews in line with company tone of voice and policy. Identify trends in customer feedback and share insights with relevant department heads. Work to protect and improve the Group's online reputation and review scores.
- Complaint Escalation & Resolution: Act as the primary point of escalation for all customer complaints, pre and post sale. Investigate escalated complaints thoroughly, liaising with the relevant department or team as required. Ensure complaints are acknowledged, progressed, and resolved within agreed service standards. Maintain clear, professional, and empathetic communication with customers throughout the resolution process. Maintain accurate records of all complaints, actions taken, and outcomes.
- Cross-Functional Collaboration: Work with customer service, sales, bookings, installation, and other department heads and team managers to ensure complaints are handled and managed in line with company policy. Provide guidance and coaching to teams on complaint-handling best practice. Act as a liaison between customers, departments, and senior management on complaint related matters.
- Process Governance & Continuous Improvement: Work with the Group Continuous Improvement Manager to ensure complaints processes are mapped, kept up to date, and rolled out accordingly. Identify recurring root causes of complaints and recommend process or policy changes to reduce recurrence. Support the rollout of new or updated complaints procedures across the Group, ensuring standards are maintained regardless of personnel changes.
- Reporting & Metrics: Track key CSAT and complaint metrics, including satisfaction scores, volumes, resolution times, and root causes. Prepare and present regular updates to the Operational Leadership Team. Use data and trends to inform continuous improvement priorities.
Skills & Experience Required:
- Essential: Proven experience in a customer experience, CSAT, complaint handling, or customer retention role. Strong stakeholder management skills, with the ability to build and manage relationships across customer service, sales, bookings, and installation teams, and to influence department heads and team managers. Excellent written and verbal communication skills, including a professional and empathetic customer manner. Strong analytical skills with the ability to track, interpret, and report on complaint metrics. Experience managing online review platforms such as Trustpilot. Sound understanding of complaint handling best practice and customer service standards. Proficient with Microsoft 365 (Excel, Outlook, Teams) and case management or CRM systems.
- Desirable: Process mapping and continuous improvement experience or methodologies. Confident presenting complaint performance and trends to senior leadership. Experience implementing or improving complaint-handling or case management technology platforms.
What's on Offer:
- Salary up to £40,000, depending on experience
- Opportunity for hybrid working
- Opportunity to join a growing and successful organisation
- 30 days of annual leave (including bank holidays)
- Annual leave increase after a years' service
- Company pension
- Supportive and collaborative working environment
- Career development and progression opportunities
Customer Experience Manager employer: Zenith Advisory Partners
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zenith Advisory Partners. 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 Zenith Advisory Partners 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
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 Zenith Advisory Partners:Your cover letter is your chance to shine! Tell us why you want to work at Zenith Advisory Partners 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 Zenith Advisory Partners!
How to prepare for a job interview at Zenith Advisory Partners
✨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.
