Customer experience manager (contact centre manager) Work, Jobs in Wiltshire (with Salaries)

Customer Experience Manager (Contact Centre Manager)
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Management
- Analysis skills
- Continuous improvement
Quick apply
Customer Resolution and Continuous Improvement Team Leader
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- Continuous improvement
Quick apply
Customer Experience Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Maintenance
- Project management
Quick apply
Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
CSS Programme Manager (Service Owner)
Roke —Romsey
- Full-time
- Project management
- Travel
- Business
Customer Service Team Manager
Oak Furnitureland —Swindon
- £34,437.32 a year
- Full-time
- Customer service
- Computer literacy
- Leadership
- Free parking
- Employee assistance programme
6d
Operational Support Grade - HMP Erlestoke (Prison Support Role)
Ministry of Justice —Bath
- £30,001 - £40,000 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- IT
- Annual leave
- Employee assistance programme
Operational Support Grade – Fixed Term – HMP Guys Marsh (Prison Support Role)
Ministry of Justice —Salisbury
- £30,001 - £40,000 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Annual leave
- Employee assistance programme
Sales Centre Manager
Bidfood —Salisbury
- £47,500 a year
- Sales
- Continuous improvement
- Driving
- Employee discount
Quick apply
Planning & Strategy Manager
Nationwide Building Society —Swindon
- From £46,500 a year
- Temporary
- Organisational skills
- Financial services
- Marketing
Admin and Communications Manager
St Mark's Community Centre —Bath
- £14 an hour
- Part-time
- Hybrid work
- Customer service
- Supervising experience
- Preschool
Quick apply
Property Manager
LRG —Swindon
- £27,500 a year
- Monday to Friday
- Hybrid work
- Organisational skills
- Communication skills
- Time management
- Employee discount
Quick apply
Data Centre Technician, Operations, IT, & Support Engineering
Amazon Data Services UK Limited —Swindon
- 12 hour shift
- AWS
- Travel
- Mentoring
Adult Education Centre Co-Ordinator
New College Swindon —Swindon
- £28,434 a year
- Full-time
- Customer service
- English
- Microsoft Office
Quick apply
1d
Data Center Technician , Operations, IT, & Support Engineering
Amazon Data Services UK Limited —Swindon
- 12 hour shift
- Computer Science
- AWS
- Bachelor's degree
9d
Operations and Test Manager
Corporate LinX —Andover
- JavaScript
- Agile
- Work from home
Training Centre Administrator
Network Rail —Swindon
- £25,409 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Customer service
- Annual leave
- Employee discount
1d
Facilities Asset Management Tech Officer
Wiltshire Council —Trowbridge
- £34,434 - £36,363 a year
- Full-time
- Hybrid work
- Analysis skills
- Communication skills
1d
Retail Bureau Manager
Eurochange —Salisbury
- £13.80 an hour
- Part-time
- Sales
- Organisational skills
- Cash handling
- Employee assistance programme
- Employee discount
12d
Aftersales Customer Service Advisor
Foray Motor Group —Penton Mewsey
- £35,000 a year
- Full-time
- Customer service
- Communication skills
- Employee discount
Quick apply

I want to receive the latest job alerts for customer experience manager (contact centre manager) in wiltshire

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

customer experience manager (contact centre manager) jobs near wiltshire

Customer Experience Manager (Contact Centre Manager)

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

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.

BACK TO ALL VACANCIES

Quick apply

Refine Your Search

customer experience manager (contact centre manager) jobs in wiltshire

Customer Experience Manager (Contact Centre Manager)

Customer Resolution and Continuous Improvement Team Leader

Customer Experience Training and Quality Manager

Customer Service & Experience Team Leader

CSS Programme Manager (Service Owner)

Customer Service Team Manager

Operational Support Grade - HMP Erlestoke (Prison Support Role)

Operational Support Grade – Fixed Term – HMP Guys Marsh (Prison Support Role)

Sales Centre Manager

Planning & Strategy Manager

Admin and Communications Manager

Property Manager

Data Centre Technician, Operations, IT, & Support Engineering

Adult Education Centre Co-Ordinator

Data Center Technician , Operations, IT, & Support Engineering

Operations and Test Manager

Training Centre Administrator

Facilities Asset Management Tech Officer

Retail Bureau Manager

Aftersales Customer Service Advisor

I want to receive the latest job alerts for customer experience manager (contact centre manager) in wiltshire

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected