Senior quality Work, Jobs in Nursling, Ham (with Salaries)

Customer Experience Manager (Contact Centre Manager)
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Management
- Analysis skills
- Continuous improvement
Quick apply
2d
Regional Manager - Contract Cleaning
Samsic UK —Portsmouth
- £55,000 - £60,000 a year
- Full-time
- Management
- Contracts
- Leadership
Quick apply
3d
Senior Hydrographic Surveyor
SubCom —Romsey
- Full-time
- Bachelor's degree
- Driving
- Communication skills
Quick apply
Senior Multi Disciplined NDT Technician
Oceaneering —Southampton
- Full-time
- Microsoft Word
- Microsoft Excel
- Customer service
Tax Senior
HWB —Eastleigh
- Up to £45,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Organisational skills
- IT
- Free parking
- Health & wellbeing programme
Quick apply
Assistant Production Manager
elix sourcing solutions —Ringwood
- £37,500 - £42,500 a year
- Supervising experience
Senior Service Specialist - Bournemouth, Southampton, Portsmouth
Ecolab Inc. —Bournemouth
- Overtime
- Nursing home
- Paid training
13d
Graduate Hydrographic Surveyor
A-2-Sea Solutions Limited —Romsey
- Communication skills
Corporate Partnerships Lead
Hampshire & Isle of Wight Wildlife Trust —Southampton
- Up to £37,500 a year
- Full-time
- Hybrid work
- Business development
- Free parking
- Annual leave
Audit Assistant Manager
BDO —Southampton
- Full-time
- Supervising experience
Mental Health Practitioner
Hampshire and Isle of Wight Healthcare NHS Foundation Trust —Winchester
- £32,073 - £39,043 a year
- Weekend availability
1h
Infection Prevention and Control Nurse
Hampshire and Isle of Wight Healthcare NHS Foundation Trust —Totton
- £39,959 - £48,117 a year
- Part-time
- Microsoft Powerpoint
- Computer literacy
- Project management
1h
Night Senior Carer
Barchester Healthcare —Southampton
- £15.39 an hour
- Night shift
- Care plans
- Employee discount
- Referral programme
Quick apply
Regional Nursery Manager
Tops Day Nurseries —Portsmouth
- £40,000 - £50,000 a year
- Full-time
- Hybrid work
- Leadership
- Employee discount
Quick apply
Registered Manager-Care Agency(Southampton)
Fairplacecare Limited —Southampton
- £36,465.35 - £42,000.00 a year
- Full-time
- Business development
- Driving
- Organisational skills
Quick apply
Senior Carer – Hybrid Care, Staff Support & Office Role
TP Care at Homes Ltd —Bournemouth
- £13.50 - £15.00 an hour
- Part-time
- Hybrid work
- English
- In-person
- Care plans
- Free parking
Quick apply
2d
Team Leader
The Gables Care Home —Southampton
- £15.50 an hour
- Part-time
- Continuous improvement
- IT
- In-person
Quick apply
7d
Senior Care Assistant - Maternity Cover
Ashbourne Court Care Home —Andover
- £14 an hour
- Weekend availability
- IT
- Communication skills
- Employee discount
Quick apply
8d
Care Assistant BANK
Ashbourne Court Care Home —Andover
- £13 an hour
- Part-time
- IT
- Communication skills
- Free parking
Quick apply
Bank Care Leader
The Orders of St Johns Care Trust —Salisbury
- £15.97 an hour
- 12 hour shift
- Supervising experience
- Care plans
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
10d

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Customer Experience Manager (Contact Centre Manager)

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time
2 days ago

Qualifications

Management
Analysis skills
Continuous improvement
Leadership

Full job description

Job Advert

Job Title: Customer Experience Manager (Contact Centre Manager)

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We are seeking an experienced and driven Contact Centre Manager / CX Manager to lead a high-performing customer operation of approximately 50 advisors. This is a pivotal leadership role responsible for delivering operational excellence, shaping outstanding customer experiences, and driving a culture of continuous improvement. You will lead a team of Team Leaders, alongside Quality and Project functions, ensuring performance, engagement, and customer satisfaction are consistently delivered.

Main Duties and Objectives:

Leadership & People Management

Lead, coach, and develop a team of Team Leaders overseeing c.50 Customer Advisors
Create a high-performance, customer centric culture focused on engagement and accountability
Provide clear direction to the Quality Manager and Project Manager to align initiatives with CX strategy
Drive employee engagement, retention, and succession planning
Embed consistent coaching frameworks and leadership standards across all teams

Customer Experience (CX)

Own the end-to-end customer journey, ensuring a seamless and high-quality experience
Use customer feedback (CSAT, NPS, complaints) to identify improvement opportunities
Champion a “customer-first” mindset across all levels of the operation
Collaborate cross-functionally to improve customer outcomes

Performance & KPI Management

Take full accountability for delivering operational KPIs, including:
- Service Levels / SLA
- Customer Satisfaction (CSAT / NPS)
- First Contact Resolution (FCR)
- Quality Scores
- Productivity & Efficiency
Analyse data and performance trends to drive insight-led decisions
Ensure robust and consistent performance management is applied across all teams

Continuous Improvement (CI)

Lead and embed a culture of continuous improvement
Identify opportunities to improve processes, efficiency, and customer satisfaction
Partner with the Project Manager to deliver impactful change and transformation initiatives
Promote innovation, automation, and best practice across the contact centre

Resource Planning & Forecasting

Oversee forecasting and workforce planning to meet demand and service targets
Ensure effective scheduling and real-time management
Balance service excellence with cost efficiency

Quality & Compliance

Partner with the Quality Manager to maintain strong quality assurance frameworks
Ensure compliance with regulatory and internal standards
Drive improvements in quality performance through targeted actions

Coaching & Development

Build and embed a strong coaching culture across all leadership levels
Ensure Team Leaders effectively develop advisors to reach their full potential
Identify training needs and support ongoing capability development
Develop future leaders and support internal career progression

Stakeholder Management

Collaborate with key stakeholders across the business (HR, IT, Operations, Product)
Provide regular performance insights and reporting to senior leadership
Act as the voice of the contact centre within the wider organisation

Skills and Experience Required:

Essential

Proven experience managing a contact centre (40–100 FTE)
Strong leadership experience managing Team Leaders and multi-layered teams
Track record of delivering and improving KPIs
Experience in customer experience (CX) strategy and delivery
Strong analytical and data-driven decision-making skills
Experience in forecasting, workforce planning, and resource optimisation
Demonstrable success in driving continuous improvement initiatives
Excellent coaching and people development capabilities
Experience managing Quality and Project Functions
Knowledge of Lean Six Sigma or Continuous Improvement Methodologies
Experience delivering transformation and change initiatives

Key Competencies:

Leadership and Influencing
Performance Management
Customer Focus
Strategic Thinking
Data Driven Decision Making
Coaching and Development
Change and Transformation

Success Measures:

A consistently high-performing operation delivering excellent customer outcomes and engaged teams, evidenced by:
- CSAT/NPS at or above target
- Strong employee engagement scores
Issues resolved first time, with minimal escalations through proactive management and team capability:
- High First Contact Resolution (FCR)
- Reduction in repeat contact and complaint volumes
Service delivery is reliable, efficient, and well-controlled:
- Service levels / SLA adherence consistently met
- Optimised Average Handling Time (AHT) (balanced with quality)
- Low backlog and strong case resolution times
Customer insight is actively used to drive measurable improvements:
- Reduction in failure demand
- Delivery of continuous improvement initiatives with clear impact
High standards of quality and compliance:
- Strong Quality Assurance (QA) scores
- Positive audit and compliance outcomes
A culture of accountability, ownership, and customer obsession is embedded:
- Improved team performance and productivity
- Low attrition and high capability across the team
Recognised as a trusted and influential function:
- Increased Trustpilot/review scores
- Positive feedback from internal stakeholders
Demonstrable contribution to retention, reputation, and service improvement

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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