About the Role
Coventry has a strong retail, engineering and distribution economy supported by excellent transport connections across the Midlands. At Allgrounder Outdoor and Mobility Services, we provide outdoor equipment, mobility products, cycling accessories and practical customer support through retail and online channels.
We are looking for a Customer Experience Manager who can take ownership of customer service quality, complaint resolution and the overall customer journey. You will work closely with sales, e commerce, logistics, product and technical support teams to ensure that customers receive clear information, dependable service and timely assistance.
This role is suited to an experienced customer service professional who can manage a team, analyse customer feedback and improve service processes. You will help reduce recurring issues, strengthen customer satisfaction and maintain consistent service standards across telephone, email, online and aftersales channels.
Key Responsibilities
- Customer Experience Management: Oversee the customer journey from initial enquiry and purchase through delivery, product support and aftersales service.
- Team Leadership: Manage customer service advisers and support employees while setting clear expectations and monitoring performance.
- Complaint Resolution: Handle escalated complaints professionally and coordinate fair, timely and practical resolutions.
- Service Standards: Develop and maintain customer service procedures, response standards and quality expectations.
- Customer Feedback: Review surveys, reviews, complaints and direct feedback to identify recurring concerns and improvement opportunities.
- Performance Monitoring: Track response times, resolution rates, customer satisfaction, repeat contacts and service quality indicators.
- Cross Functional Coordination: Work with sales, logistics, e commerce and product teams to resolve customer issues and improve service delivery.
- Order Support: Ensure that customers receive accurate updates regarding orders, stock availability, dispatch, delivery and returns.
- Returns and Refunds: Oversee complex returns, exchanges, refunds and warranty concerns in line with company procedures.
- Process Improvement: Introduce practical improvements that reduce customer effort, delays and repeated service failures.
- Training and Coaching: Provide coaching, product guidance and service training to customer support employees.
- Customer Communication: Review templates, service notices and customer information to ensure that communication remains clear and consistent.
- Reporting: Prepare regular reports covering customer satisfaction, complaints, service trends and improvement activity.
What We Are Looking For
- Experience: At least 4 years of experience in customer service, customer experience, retail operations or aftersales support, including supervisory responsibility.
- Education: Bachelor degree, diploma or recognised qualification in Business, Customer Service, Retail Management or a related discipline.
- Customer Service Knowledge: Strong understanding of complaint handling, service recovery, customer communication and performance management.
- Leadership: Ability to supervise employees, organise workloads and maintain service quality during busy periods.
- Analytical Skills: Ability to review customer feedback and service data and turn findings into practical improvements.
- Problem Solving: Ability to investigate customer concerns, coordinate internal responses and reach appropriate resolutions.
- Retail Awareness: Experience supporting customers in retail, e commerce, mobility products, cycling or outdoor equipment is desirable.
- Communication: Strong written and verbal communication skills with a professional and approachable manner.
- Technology Skills: Proficiency in Microsoft Office, customer relationship management systems, helpdesk platforms and e commerce tools.
- Organisation: Ability to manage escalations, deadlines and several service priorities at the same time.
- Commercial Awareness: Understanding of customer retention, refunds, warranties and the commercial impact of service quality.
- Professional Conduct: A responsible and confidential approach to customer information, complaints and sensitive cases.
Pay: £36,000.00-£46,000.00 per year
Benefits:
- Life insurance
- Paid volunteer time
- Sick pay
Work Location: In person
