Customer Experience Manager
Exchange Quay, Manchester
OTE up to £45,000 (£32,000 - £38,000 Basic + Performance Bonus)
37.5 hours 9am - 5pm Monday to Friday
Are you an experienced Customer Service or Contact Centre Leader looking for your next challenge?
Do you thrive in a fast-paced environment where no two days are the same? Are you passionate about developing people, improving customer journeys, and delivering outstanding service results?
If so, we'd love to hear from you.
At CAPSlL, we're on a mission to transform driver education across the UK. Through our award-winning brands, PassMeFast and ADI Network, we help thousands of learners achieve their driving goals every year.
As our Customer Experience Manager, you'll take ownership of a busy and talented customer service function, leading a team that plays a vital role in delivering exceptional experiences for our customers at every stage of their journey.
This is an exciting opportunity for an ambitious leader who wants to make a genuine difference, influence business performance, and build a successful career within a rapidly growing organisation.
Why Join CAPSIL?
We're a forward-thinking, technology-driven business that genuinely values innovation, development and customer excellence.
You'll join a supportive leadership team that empowers you to bring new ideas, challenge processes and make a measurable impact.
What you'll enjoy:
✅ No evening or weekend working
✅ Modern offices at Exchange Quay, Salford Quays
✅ 25 days holiday plus bank holidays
✅ Your birthday off every year
✅Support towards everyday healthcare needs
✅ Daily breakfast, snacks and refreshments
✅ 24/7 virtual GP access
✅ Enhanced parental leave
✅ Regular incentives, competitions and rewards
✅ A vibrant, supportive culture where success is celebrated
The Role
As Customer Experience Manager, you'll lead, coach and inspire a team of Customer Support Advisors to deliver outstanding service whilst achieving operational and business objectives.
You'll create a high-performance culture focused on customer satisfaction, team development and continuous improvement.
You'll use performance data, customer feedback and operational insight to identify opportunities, drive efficiencies and ensure every customer receives an exceptional experience.
This role is perfect for a hands-on leader who enjoys balancing people management, customer service excellence and operational performance.
What You'll Be Responsible For
Leadership & Team Development
- Leading, motivating and inspiring a high-performing customer experience team
- Delivering regular coaching and development sessions
- Supporting career progression and talent development
- Creating an engaged, positive and customer-focused culture
Customer Experience Excellence
- Ensuring customers receive outstanding service across every touchpoint
- Driving improvements in customer satisfaction and service quality
- Managing escalations and resolving complex customer issues
- Embedding a customer-first mindset throughout the team
Operational Performance
- Monitoring KPIs and performance metrics
- Using data and insights to improve efficiency and customer outcomes
- Identifying process improvements and implementing solutions
- Optimising CRM systems and operational processes
Business Improvement
- Developing strategies to enhance the customer journey
- Supporting business objectives through operational excellence
- Managing peak periods effectively while maintaining service standards
- Driving continuous improvement across the customer experience function
About You
We're looking for someone who is:
- An experienced Customer Service, Contact Centre or Customer Experience Manager
- Skilled in coaching and developing teams to high performance
- Passionate about delivering exceptional customer experiences
- Comfortable working within a fast-paced, target-driven environment
- Confident analysing data and making informed decisions
- Experienced using CRM systems and customer service technology
- A strong communicator who can influence, motivate and engage others
- Proactive, resilient and solutions-focused
Join Our Success Story
At CAPSIL, we're growing rapidly and investing heavily in our people, technology and customer experience.
If you're ready to take ownership, lead a fantastic team and make a real impact within one of the UK's leading driver education businesses, we'd love to hear from you.
Apply today and take the next step in your customer experience leadership career.
Salary: £32,000 - £38,000 basic + bonus (OTE £45,000)
Location: Salford Quays, Manchester
Hours: Monday to Friday – No evenings or weekends
Pay: £32,000.00-£45,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free fitness classes
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Referral programme
- Sick pay
Application question(s):
- Do you have prior contact centre management experience?
Work authorisation:
- United Kingdom (preferred)
Work Location: In person
