Customer Experience Manager

Hemel Hempstead Full-time | Permanent £45,000 per annum

About the Company

Our client is a rapidly expanding multi-company group specialising in maintenance, compliance, and retrofit services within Social Housing.

The Opportunity

Our client is currently recruiting for a Customer Experience Manager to join their team in Hemel Hempstead. This is a key leadership role responsible for managing and optimising all customer experience touchpoints, ensuring outstanding service delivery to internal and external stakeholders alike.

Key Responsibilities

Manage and continuously improve the customer journey across all service areas. Develop strong relationships with both new and existing customers. Ensure contract delivery meets or exceeds both company and client expectations. Act as the escalation point for complex or unresolved customer queries. Monitor client satisfaction levels, taking proactive measures to address any issues. Foster clear, effective communication across teams and with clients. Promote a positive, commercially aware culture aligned with the organisation’s core values. Provide guidance on technical and procedural matters when needed. Lead workload planning, team performance, and resource allocation. Ensure health and safety is prioritised in all decision-making processes. Support and develop the team through one-to-ones, PDPs, and ongoing coaching. Champion employee e...