Customer Experience Manager

Posted 3 months ago

£32,000 - £40,000

Customer Experience Manager 

Are you passionate about driving sales and client engagement? Do you thrive in a fast-paced, growth-oriented environment? We are seeking a proactive Client Services Manager / Customer Success Manager to lead a dedicated Welcome Team within an innovative company that is transforming the conveyancing industry. In this role, you will oversee the work of two Customer Service Advisors, guiding prospects through the quote and instruction process and ensuring exceptional service for both clients and referral partners.

As Client Services Manager, you will create personalised phone and email scripts for different client segments, design and optimise contact flows to maximise conversion rates, and monitor call quality to ensure excellent service delivery. You will handle complex client enquiries, oversee the management of referral partner relationships, and provide coaching and mentorship to your team. In addition, you will use data and client feedback to continuously improve client service procedures and work towards achieving key performance indicators (KPIs) for both individual and team success. Recruitment and retention of new team members will also be a key focus as the company continues to grow.

Skills and Experience

• You will have proven experience in client-facing roles, ideally within a start-up, high-growth company or similar
• You will be able to demonstrate success in managing and leading customer service teams
• Ideally you will have experience in designing contact flows and handling client objections
• You will have Strong interpersonal and communication skills, with a warm and personable approach
• You will have an analytical mindset, with a data-driven approach to decision making
• You will be Comfortable working in target-driven environments
• Ideally you will have experience in both B2C and B2B environments
• You will have a strong affinity for digital technology and its role in driving efficiency

Benefits

This role offers a fantastic opportunity to join a dynamic company that is passionate about employee wellbeing and professional development. Benefits include:

• Performance-related bonus
• Company pension scheme
• 28 days annual leave, plus bank holidays, with the option to buy or sell an additional 5 days
• Private health insurance
• Group life assurance
• Wellbeing fund to support your mental and physical health
• Significant investment in learning and development
• Milestone celebrations for birthdays, life events, and work anniversaries

Sound Good?

If you are an ambitious and client-focused leader with a passion for innovation and growth, we’d love to hear from you. To apply, please submit your CV to Nick @ Digital Tonic outlining your experience and what makes you the ideal candidate for this role.