Customer Experience Manager
Location: Liverpool (Speke area)
Salary: Circa £40,000 DOE
Contract: Full-time
The Opportunity
Oura HR on behalf of a client is looking for a brand-new Customer Experience Manager role to take full ownership of customer complaints, escalations and satisfaction performance across the business and its supplier network.
This is not just a complaints role. You will turn insight from customer feedback, service failures and satisfaction data into meaningful improvements that raise service standards and deliver a consistently exceptional customer experience.
This is a full-time on-site role and the ability to start immediately would be advantageous.
The Role
You will manage the end-to-end lifecycle of customer complaints and escalated service issues, coordinating with internal teams and external suppliers to reach timely, fair and commercially balanced resolutions. You will analyse trends, build CX reporting, and lead continuous improvement activity that strengthens customer satisfaction and reduces repeat issues.
Key Responsibilities
Complaints & Escalation Management
- Own customer complaints from acknowledgement through to resolution and closure.
- Act as the central point of contact, ensuring clear, professional and empathetic communication.
- Investigate issues thoroughly, gathering facts from internal teams and suppliers.
- Deliver fair, commercially sensible resolutions within agreed authority levels.
- Identify recurring pain points and work with teams to improve the customer journey.
Customer Communication & Relationship Recovery
- Handle sensitive or challenging conversations confidently and professionally.
- Support Account Managers with issues affecting key customer relationships.
- Provide consistent updates and agreed next steps to customers and stakeholders.
- Identify opportunities for proactive engagement to prevent escalation.
Process, Standards & Governance
- Develop and maintain a consistent complaints framework, including referral routes and response standards.
- Create templates, guidance and training to help colleagues recognise and refer concerns.
- Maintain an accurate complaints log and monitor actions through to completion.
- Ensure compliance with contractual obligations, policies and data protection requirements.
- Support leadership on high-value or reputationally sensitive cases.
Insight, Reporting & Continuous Improvement
- Develop and manage customer satisfaction measures (CSAT, post-resolution feedback, NPS).
- Analyse complaints and performance data to identify trends, risks and improvement priorities.
- Build clear CX dashboards and reporting for leadership and Account Management.
- Lead root cause reviews for significant service failures and assign improvement actions.
- Establish closed feedback loops to ensure learning drives measurable service improvement.
Collaboration & Customer Advocacy
- Coach colleagues to handle initial concerns effectively.
- Challenge constructively where service standards or ownership fall short.
- Champion the customer perspective while balancing commercial and operational realities.
About You
You are calm, credible and naturally customer-focused. You take ownership when things go wrong, investigate thoroughly, communicate clearly and make balanced, commercially sound decisions. You thrive in fast-paced service environments and are passionate about improving customer experience.
Essential Experience
- Proven experience managing customer complaints, escalations or complex service issues.
- Strong investigation and problem-solving skills.
- Experience tracking and improving customer satisfaction metrics (CSAT, NPS etc.).
- Confident handling challenging conversations and producing clear written responses.
- Excellent organisation and case management discipline.
- Ability to influence cross-functional teams and external suppliers.
- Sound commercial judgement.
- Comfortable using systems and data to maintain accurate records and identify trends.
Desirable Experience
- Roadside assistance, fleet services, logistics, automotive or similar time-critical environments.
- Designing or improving complaints processes or CX frameworks.
- Experience with CRM, case management or reporting tools (e.g. Power BI).
Pay: Up to £40,000.00 per year
Work Location: In person
