Experience manager Work, Jobs in Manchester, Eng (with Salaries)

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
4d
Operations Manager - New Partner Experience
Deliveroo —Manchester
- Full-time
- Hybrid work
- Continuous improvement
- Team management
- Mentoring
9d
Project Coordinator - Bredbury
Howco Group —Stockport
- Computer literacy
- Microsoft Office
- Administrative experience
Quick apply
Junior Account Manager
LOGISTIS LIMITED —Manchester
- £26,000 - £28,000 a year
- Part-time
- Marketing
- In-person
- Business
- Referral programme
Quick apply
13d
Trainee Property Manager
Bloom Manchester —Manchester
- From £27,000 a year
- Full-time
- No experience needed
- Travel
- In-person
- Flexitime
- Employee discount
Quick apply
Call Centre Manager
Optegra —Manchester
- £50,000 - £55,000 a year
- Full-time
- Leadership
- Communication skills
- Annual leave
- Employee discount
Quick apply
11d
Executive Assistant to Head of Commercialisation
Marketing and Commercialisation Agency —Manchester
- Part-time
- Salesforce
- Databases
Quick apply
10d
Land Rover Customer Service Manager
Sytner —Knutsford
- Customer service
- Training & development
- Leadership
- Employee discount
6d
Customer Experience Director
Stellify —Manchester
- £110,000 a year
- Full-time
- Team management
Quick apply
Jigsaw Homes Group Limited
Jigsaw Homes Group —Ashton-Under-Lyne
- £58,555 - £63,482 a year
- Full-time
- Communication skills
- Sick pay
Operations Manager
Quarrybank Group —Cheadle
- £40,000 - £45,000 a year
- Full-time
- CRM software
- Business development
- Continuous improvement
Quick apply
12d
Senior Product Manager - SaaS
Street Group —Manchester
- £60,000 - £75,000 a year
- Full-time
- Hybrid work
- AI
- Work from home
- Flexible schedule
Quick apply
Team Manager - Relationship Management
Evolution Money —Manchester
- £48,364 a year
- Full-time
- Team management
- Mentoring
- Recruiting
- Annual leave
Quick apply
Senior Retail Display Installations Project Manager
100% Group Ltd —Manchester
- £38,000 - £40,000 a year
- Hybrid work
- Microsoft Word
- Organisational skills
- Communication skills
Quick apply
Business Support Manager
Demain Business Services Ltd. —Manchester
- £41,000 - £50,000 a year
- Full-time
- Microsoft Word
- Writing skills
- Administrative experience
Quick apply
10d
Social Media Manager & Content Creator (Hospitality + Startup Drinks Brand)
HDG Business Group Limited —Manchester
- From £32,000 a year
- Full-time
- Social media management
Quick apply
5d
Treatment Coordinator
Invisiblebraces4u —Manchester
- £300 - £450 a day
- Sales
Quick apply
13d
Client Services Executive
Marketing and Commercialisation Agency —Manchester
- £25,000 - £26,000 a year
- Full-time
- Salesforce
- In-person
- Leadership
- Annual leave
Quick apply
Administration Manager
Lynton Trailers UK Ltd —Glossop
- £26,437 - £36,000 a year
- Full-time
- Microsoft Outlook
- Customer service
- Administrative experience
- Free parking
- Annual leave
Quick apply
2d
Assistant Manager
George Adams Estate Agents —Manchester
- £32,000 a year
- Full-time
- Customer service
- Business development
- Organisational skills
Quick apply
5d

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experience manager jobs near manchester, eng

Head of Customer Service

Stellify
Manchester

Quick apply

Job details

Full-time
£95,000 a year
4 days ago

Qualifications

Operations management
Process improvement
Complaint handling
Performance management
Change management
Continuous improvement cycles oversight
Team management
Change leadership
Customer interaction
Training & development
Root cause analysis
Operations leadership experience

Full job description

Head of Customer Service

Greater Manchester (office based, full time) · £95,000 + benefits

Run the customer service operation for a high-volume competitive consumer retailer. 80+ people across in-house teams and outsourced partners, and a wide range making up the customer base.

The contact profile is broad. Order and delivery questions at volume, returns and refunds, complaints that carry a regulated process and formal deadlines, and queries on products sold by partner brands. Volumes swing hard through peak trading, add all this into a very competitive sector and service has to be flawless.

There is change happening across the business. New technology, a customer function being redesigned, and work underway on how much of the operation sits with outsourced partners. This role plays a part in the delivery of all of it. What it is measured on is the day to day: how fast customers get an answer, how well the operation runs, what it costs, the culture in the teams, and what customers say afterwards.

What you'll own

Day to day performance of the contact centre across 80+ people: speed of answer, resolution, quality, cost to serve
What customers tell you, what it means, and getting the causes fixed with the teams that create them
The culture on the floor: the standard your managers hold, how people are coached, whether good people stay
The outsourced partner relationships: performance, quality, commercials, and a consistent experience whoever the customer reaches
Efficiency: forecasting and scheduling through peak, contact reduction, and the balance between automated and human channels
The structure underneath you and the capability of the managers in it

You'll report to the Customer Experience Director as their number 2. They hold the wider experience and commercial agenda. You hold and stabalise the operation, with the room to run it your way, and involvement in some of the change work wherever it touches service.

The first 12 months

Get hold of the operation and steady the contact types that are costing the business trust. Put measures in place that tell you the truth about performance week to week. Lift the standard of the management layer through investement into cross-training, performance management and upskilling all roles from complaints through to senior managers.

Our ideal applicant

A service leader who has run a contact centre of similar scale and challange: forecasting, scheduling, quality frameworks, and what moves the numbers week to week
Has managed outsourced partners on performance, quality and the commercial conversation
Comfortable with a mixed contact profile, transactional order queries at volume alongside complaints that carry a regulated process
Builds culture deliberately: coaches managers, holds a standard, and keeps good people in the building
Runs on numbers and can talk to cost to serve, contact rate and what poor service costs the business
Steady in a business that is changing around them, and clear on what service needs to stay solid while it does
A leader who has held consistency of role and lead service delivery through various sizes of teams is crucial for this role

The package

£95,000 base salary
Full time, office based in Greater Manchester
Benefits detail shared on application

All applications are handled confidentially by Stellify.

Quick apply

Refine Your Search

experience manager jobs in manchester, eng

Head of Customer Service

Operations Manager - New Partner Experience

Project Coordinator - Bredbury

Junior Account Manager

Trainee Property Manager

Call Centre Manager

Executive Assistant to Head of Commercialisation

Land Rover Customer Service Manager

Customer Experience Director

Jigsaw Homes Group Limited

Operations Manager

Senior Product Manager - SaaS

Team Manager - Relationship Management

Senior Retail Display Installations Project Manager

Business Support Manager

Social Media Manager & Content Creator (Hospitality + Startup Drinks Brand)

Treatment Coordinator

Client Services Executive

Administration Manager

Assistant Manager

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