CEDR is seeking an experienced and proactive Customer Experience Manager to join its Consumer Redress Unit. This is a key operational and strategic role, responsible for leading the delivery of an excellent customer experience across all CEDR’s consumer redress schemes, which span 12 industries.
The Consumer Redress Unit comprises approximately 10 in-house staff, supported by a team of 16 agents provided through a contact centre partner, handling tens of thousands of cases each year in partnership with our panel of 100+ arbitrators, adjudicators, and mediators. CEDR provides dispute resolution services for the customers and service users of many household names including Amazon, Cathy Pacific, the National Lottery, Ofsted, Royal Mail, SRA, Sky, TalkTalk, Virgin Media 02 and Vodafone Three.
The successful candidate will be a visible, dynamic leader with a deep commitment to customer-centric service delivery, continuous improvement, and the fair and efficient resolution of consumer complaints.
Role and Responsibilities:
Customer Journey & Service Improvement
- Map and continuously improve the end-to-end customer journey from first contact through to case resolution
- Identify pain points in complaint handling processes and design and implement targeted improvements
- Simplify and improve communications, forms, and digital services to make them clear and easy to use
- Ensure all services are accessible, inclusive, and easy to understand for all users, including vulnerable customers
- Update and maintain service standards and customer care frameworks that reflect best practice
- Implement and roll out accessibility and vulnerable customer support tools to consumer-facing teams
Complaints & Feedback Analysis
- Lead on and respond to all forms of customer feedback, including complaints, satisfaction surveys, and escalations (including calls)
- Monitor the customer complaints process to ensure all complaints are thoroughly investigated in compliance with regulatory requirements
- Conduct Stage 1 and Stage 2 complaint reviews in line with CEDR’s published complaints policy
- Identify recurring themes and systemic issues arising from complaints and feedback data
- Ensure that lessons learned are fed back to teams and that changes to behaviour, process, or policy are implemented where necessary
- Produce regular reports and recommendations for the Head of Dispute Resolution and senior leadership
Stakeholder & Public Engagement
- Act as the voice of the customer within CEDR, championing customer needs in operational and strategic discussions
- Engage with vulnerable customers and relevant advocacy groups to ensure CEDR’s services remain responsive and equitable
- Attend client and regulator meetings as required, representing the Consumer Redress Unit
- Collaborate with operational teams and external stakeholders to drive service excellence
- Support public confidence in CEDR’s role as a trusted and impartial dispute resolution service
Quality Assurance & Compliance
- Monitor the performance of contact centre staff through dip-sampling of phone calls and casework, ensuring customers receive a consistently high standard of service
- Ensure all customer interactions meet applicable regulatory, ethical, and quality standards
- Help maintain compliance with equality, accessibility, and data protection requirements
- Support internal audits and governance reporting on customer experience matters
- Ensure compliance with all contractual and regulatory SLAs and KPIs across schemes
Team Leadership & Training
- Provide inspirational leadership and support across customer-facing teams, fostering a motivated, committed, and high-performing workforce
- Devise, implement, and coordinate delivery of training programmes for line managers and frontline staff, focused on increasing capability and maintaining excellent customer service standards
- Coach staff on empathy, effective communication, and complaint resolution
- Implement training plans to improve customer service skills where performance gaps are identified
- Promote a customer-centric culture throughout the organisation
- Mentor line managers in regards to customer experience and provide ongoing support to contact centre staff
Performance & Operational Management
- Track and report on key performance indicators including: Response and resolution times of complaints; Customer satisfaction scores from the surveys/feedback forms; Complaint escalation rates; First-contact resolution rates; Accessibility and vulnerable customer outcomes
- Oversee rolling improvement and change programmes focused on efficiency and customer satisfaction
- Support the team in ensuring sufficient customer service agent and adjudicator resources are available to service each scheme, maintaining short- and medium-term plans accordingly
- Assist the Head of Dispute Resolution and Senior Leadership Team to develop and implement the yearly business plan, including budget and resource projections
- Prepare and present monthly reports on customer experience to the Head of Dispute Resolution and team managers
- Collaborate with colleagues on the preparation and presentation of tender proposals
- Provide coverage when the Head of Dispute Resolution is absent
Digital & Service Design
- Drive improvements to website usability and online complaint portals to enhance the customer experience
- Support implementation and optimisation of case management systems
- Use customer insight data and analytics to inform service design and continuous improvement initiatives
- Support digital transformation projects within the Consumer Redress Unit
Essential Experience and Skills
- Significant experience in previous customer experience (7 years+), customer services, or complaints management role within a regulated or public-facing environment
- Demonstrable experience of designing and implementing customer journey improvements and service transformation programmes
- Strong background in complaint handling and dispute resolution, with an understanding of relevant regulatory frameworks
- Proven leadership and people management skills, including experience of coaching, training, and developing teams
- Experience in data analysis, reporting, and translating customer insights into actionable recommendations
- Excellent stakeholder management skills, with the ability to engage confidently with senior clients, regulators, and advocacy groups
- Project management skills with the ability to manage multiple priorities and meet deadlines with minimal supervision
- Experience with case management systems
- High emotional intelligence and empathy, with a genuine commitment to fair and accessible public services
- Exceptional verbal and written communication skills, with great attention to detail
- Experience working within or alongside Alternative Dispute Resolution (ADR) schemes is desirable
About CEDR
The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). We are an independent non-profit organisation and a registered charity. Our aim is to provide society with skills and solutions for effective dialogue, and to bring about sustainable change.
To achieve this, we operate in four main ways:
- Promoting mediation through events, schemes, and services
- Providing dispute resolution for individuals, businesses, and other organisations
- Training mediators – to date, we have trained over 12,000 mediators worldwide
- Offering consultancy to organisations to help prevent and resolve conflict
Pay: £42,000.00-£48,000.00 per year
Benefits:
- Cycle to work scheme
- Life insurance
- Private medical insurance
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in London EC4M 8BU
