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
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Lead, coach, and develop a team of Team Leaders overseeing c.50 Customer Advisors
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Create a high-performance, customer centric culture focused on engagement and accountability
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Provide clear direction to the Quality Manager and Project Manager to align initiatives with CX strategy
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Drive employee engagement, retention, and succession planning
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Embed consistent coaching frameworks and leadership standards across all teams
Customer Experience (CX)
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Own the end-to-end customer journey, ensuring a seamless and high-quality experience
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Use customer feedback (CSAT, NPS, complaints) to identify improvement opportunities
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Champion a “customer-first” mindset across all levels of the operation
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Collaborate cross-functionally to improve customer outcomes
Performance & KPI Management
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Take full accountability for delivering operational KPIs, including:
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Service Levels / SLA
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Customer Satisfaction (CSAT / NPS)
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First Contact Resolution (FCR)
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Quality Scores
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Productivity & Efficiency
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Analyse data and performance trends to drive insight-led decisions
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Ensure robust and consistent performance management is applied across all teams
Continuous Improvement (CI)
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Lead and embed a culture of continuous improvement
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Identify opportunities to improve processes, efficiency, and customer satisfaction
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Partner with the Project Manager to deliver impactful change and transformation initiatives
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Promote innovation, automation, and best practice across the contact centre
Resource Planning & Forecasting
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Oversee forecasting and workforce planning to meet demand and service targets
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Ensure effective scheduling and real-time management
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Balance service excellence with cost efficiency
Quality & Compliance
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Partner with the Quality Manager to maintain strong quality assurance frameworks
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Ensure compliance with regulatory and internal standards
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Drive improvements in quality performance through targeted actions
Coaching & Development
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Build and embed a strong coaching culture across all leadership levels
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Ensure Team Leaders effectively develop advisors to reach their full potential
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Identify training needs and support ongoing capability development
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Develop future leaders and support internal career progression
Stakeholder Management
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Collaborate with key stakeholders across the business (HR, IT, Operations, Product)
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Provide regular performance insights and reporting to senior leadership
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Act as the voice of the contact centre within the wider organisation
Skills and Experience Required:
Essential
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Proven experience managing a contact centre (40–100 FTE)
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Strong leadership experience managing Team Leaders and multi-layered teams
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Track record of delivering and improving KPIs
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Experience in customer experience (CX) strategy and delivery
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Strong analytical and data-driven decision-making skills
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Experience in forecasting, workforce planning, and resource optimisation
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Demonstrable success in driving continuous improvement initiatives
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Excellent coaching and people development capabilities
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Experience managing Quality and Project Functions
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Knowledge of Lean Six Sigma or Continuous Improvement Methodologies
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Experience delivering transformation and change initiatives
Key Competencies:
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Leadership and Influencing
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Performance Management
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Customer Focus
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Strategic Thinking
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Data Driven Decision Making
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Coaching and Development
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Change and Transformation
Success Measures:
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A consistently high-performing operation delivering excellent customer outcomes and engaged teams, evidenced by:
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CSAT/NPS at or above target
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Strong employee engagement scores
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Issues resolved first time, with minimal escalations through proactive management and team capability:
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High First Contact Resolution (FCR)
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Reduction in repeat contact and complaint volumes
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Service delivery is reliable, efficient, and well-controlled:
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Service levels / SLA adherence consistently met
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Optimised Average Handling Time (AHT) (balanced with quality)
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Low backlog and strong case resolution times
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Customer insight is actively used to drive measurable improvements:
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Reduction in failure demand
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Delivery of continuous improvement initiatives with clear impact
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High standards of quality and compliance:
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Strong Quality Assurance (QA) scores
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Positive audit and compliance outcomes
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A culture of accountability, ownership, and customer obsession is embedded:
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Improved team performance and productivity
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Low attrition and high capability across the team
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Recognised as a trusted and influential function:
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Increased Trustpilot/review scores
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Positive feedback from internal stakeholders
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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.
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