Head of customer experience Work, Jobs in Birmingham, Wmd (with Salaries)

Customer Onboarding & Transition Specialist
Focus Group —Birmingham
- £40,000 a year
- Full-time
- Hybrid work
- PMP
- Customer service
- Analysis skills
Quick apply
Customer Service Advisor
NCF Living —Coleshill
- £27,040 a year
- Monday to Friday
- Microsoft Excel
- Customer service
- Data entry
Quick apply
8d
Freelance Outbound B2B Telemarketing
GCL B2B Limited —Birmingham
- £14 - £20 an hour
- Part-time
- Hybrid work
- CRM software
- Business development
- In-person
- Work from home
- Flexible schedule
Quick apply
Policy, Performance & Complaints Manager
Warwick District Council —Warwick
- £53,460 - £55,611 a year
- Part-time
- Analysis skills
- Continuous improvement
- Communication skills
Part Time Customer Service Advisor (12 Month Fixed Term Contract)
West Brom —Birmingham
- £17,802.00 - £17,802.14 a year
- Part-time
- Computer literacy
- Computer skills
- Employee discount
Head of People and Culture
WMGC —Birmingham
- £80,000 - £90,000 a year
- No degree
- Mentoring
- Recruiting
10d
Manager of Dedicated Implementations - EMEA
Ashby —Birmingham
- £110,000 - £165,000 a year
- Full-time
- Remote
- Team management
- Travel
- Leadership
- Annual leave
Head of Performance Partners
Convergence Group —Solihull
- £80,000 - £95,000 a year
- Full-time
- Hybrid work
- Data analysis skills
- Continuous improvement
- Human resources
Quick apply
Resource and Workflow Manager
West Midlands Combined Authority —Birmingham
- £61,497 - £68,945 a year
- Part-time
- Continuous improvement
- Agile
- Communication skills
- Annual leave
- Employee discount
Social Media & Content Manager – Head of Customer Attraction
Just Blinds —Cannock
- £29,000 - £33,000 a year
- Full-time
- Social media management
- In-person
- Analytics
- Free parking
Quick apply
7d
Head of Service - Support Services
GreenSquareAccord —Birmingham
- £73,500 a year
- Microsoft Powerpoint
- Microsoft Word
- Team management
- Annual leave
- Employee assistance programme
Quick apply
7d
Customer Experience and Insights Manager
Birmingham Airport —Birmingham
- £50,000 - £55,000 a year
- CRM software
- Team management
- Leadership
18h
Head of Communications OPG
Ministry of Justice —Birmingham
- £60,001 - £85,257 a year
- Part-time
- Hybrid work
- Presentation skills
- Travel
- Annual leave
- Employee discount
11d
Customer Sales Manager
Care UK —Birmingham
- £40,000 a year
- Weekend availability
- Customer service
- Business development
Creative Show Planner/Administrator Part Time Maternity Cover up to 12 months
Sewing Street (Live TV) —Redditch
- £28,000 a year
- Part-time
- Microsoft Word
- Organisational skills
- In-person
- Employee discount
Quick apply
2d
Customer Relationship Manager
nGeneration —Tipton
- £32,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Writing skills
Quick apply
Head of Surface Access and Digital Revenue
Birmingham Airport —Birmingham
- Business development
- Presentation skills
- Team management
8d
Relief Customer Service Advisor (Part Time)
West Brom —Solihull
- £14,241.00 - £14,241.71 a year
- Part-time
- Computer literacy
- Computer skills
- Employee discount
Store Manager
Edikted —Birmingham
- Full-time
- Management
- Sales
- Customer service
- Store discount
- Employee discount
Quick apply
Project Coordinator
TXO Group —Solihull
- Full-time
- Microsoft Word
- Microsoft Outlook
- Communication skills
- Free parking
- Annual leave
Quick apply
7d

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head of customer experience jobs near birmingham, wmd

Customer Onboarding & Transition Specialist

Focus Group -
Birmingham

Quick apply

Job details

Full-time
£40,000 a year

Qualifications

Technical project or programme management experience
ITIL Certification
Driving Licence
Stakeholder collaboration
PMP
Customer service
Internal department liaison
Sonicwall
Analysis skills
Quality assurance
IT project management
Customer relationship management
Relationship management
ServiceNow
Customer interaction
Multidisciplinary collaboration
Document management systems
Project management experience
Communication skills
Time management
PRINCE2 Certification

Full job description

Customer Onboarding & Transition Specialist

Hybrid Working ideally from Shoreham-by-Sea Head Office

Potential to work from other offices: Exeter/Birmingham/Manchester

Some UK-wide customer travel expected

Salary £40,000 + Benefits

Own the journey that sets customers up for success

The first 90 days of a customer relationship are critical. We're looking for someone who can orchestrate seamless transitions for businesses moving their IT Managed Services to Focus Group – combining technical knowledge, project coordination, and genuine customer focus to ensure every onboarding is exceptional.

What you'll actually do

You'll be the person responsible for taking new customers from signed contract to fully integrated, confident service users. This isn't just project management or technical delivery – it's complete ownership of customer success during the most critical phase of their journey with us.

You'll lead end-to-end transitions from incumbent providers, building comprehensive onboarding plans, conducting project meetings (including onsite visits when needed), and ensuring every department plays their part at exactly the right time. You'll work directly with customers throughout the transition and their first 90 days, spotting risks early, facilitating their move to our portal and systems, and making sure any gaps identified by our support team get resolved quickly.

This role combines technical understanding with customer relationship management. You'll conduct documentation checks, work with engineers on technical onboarding components, define customer processes like joiner/leaver procedures and device build standards, and capture everything from renewal dates to automation opportunities. You'll also support discoveries during the later sales stages, helping set realistic expectations before transitions even begin.

When risks emerge during onboarding, you'll work with customers and sales teams to discuss them openly. When you spot upsell opportunities, you'll flag them to the right people. And throughout it all, you'll contribute to improving how we onboard customers across the board.

What you'll bring

You'll need:

Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles
Strong technical background with solid knowledge of M365, Azure, networking, and related technologies
Excellent written and verbal communication skills – you can explain technical concepts to non-technical stakeholders
Exceptional attention to detail and quality assurance capabilities
Strong analytical skills for identifying risks, opportunities, and process improvements
Full valid UK driving licence (for customer site visits)
Ability to manage and prioritize complex workloads based on competing customer requirements
Excellent time management with a punctual, responsible approach
Ability to work independently whilst maintaining collaborative relationships across departments
Genuine desire to expand your technical knowledge and customer service skills
Experience with documentation systems and process development

We'd love if you also have:

Relevant vendor certifications from Microsoft, Meraki, SonicWall, Aruba, or Cisco
Active Microsoft certifications such as AZ-305, MS-100, or MS-101
Experience with RMM, PSA, or managed service tools like Datto RMM, ServiceNow, IT Glue, or Rewst
ITIL Foundation or similar service management qualification
Project Management qualification such as Prince2 or PMP
Experience with automation platforms and workflow optimization

Where this could take you

This role opens clear progression paths into Service Delivery Management, Team Lead/Manager positions, Senior Project Management, Programme Management, or Technical Pre-Sales Consulting. We invest in people who get onboarding right – it's where lasting customer relationships begin.

About Focus Group

We're a UK-based managed service provider and Microsoft technology partner with around 1,300 colleagues, backed by HG Capital. We're growing rapidly, which means we're onboarding new customers regularly – and doing it exceptionally well matters enormously to our reputation and retention.

You'll join an operations function that values both technical competence and customer relationship skills, working closely with Technical Delivery, Service Operations, Sales, and Automation teams to deliver transitions that customers genuinely appreciate.

Ready to apply?

If you're someone who combines technical knowledge with project coordination skills and genuinely cares about customer success, we'd love to hear from you. Send us your CV along with a brief note about why this role interests you.

Quick apply

Refine Your Search

head of customer experience jobs in birmingham, wmd

Customer Onboarding & Transition Specialist

Customer Service Advisor

Freelance Outbound B2B Telemarketing

Policy, Performance & Complaints Manager

Part Time Customer Service Advisor (12 Month Fixed Term Contract)

Head of People and Culture

Manager of Dedicated Implementations - EMEA

Head of Performance Partners

Resource and Workflow Manager

Social Media & Content Manager – Head of Customer Attraction

Head of Service - Support Services

Customer Experience and Insights Manager

Head of Communications OPG

Customer Sales Manager

Creative Show Planner/Administrator Part Time Maternity Cover up to 12 months

Customer Relationship Manager

Head of Surface Access and Digital Revenue

Relief Customer Service Advisor (Part Time)

Store Manager

Project Coordinator

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