Customer Experience Manager

About The Role

Customer experience is central to our business operations, from first point of contact in our customer service centre through to our operatives working in residents' homes. We are therefore seeking a proactive and committed Customer Experience Manager who will champion our company values and drive a consistent, high quality customer journey across the organisation.

The Customer Experience Manager will work closely with our Customer Experience Team - including Customer Service Advisors and Resident Liaison Officers - while also collaborating with operational delivery teams and site based staff to ensure exceptional service is embedded at every stage of delivery in line with our commitments to our clients.

You will act as the organisational lead for customer experience, responsible for monitoring performance, identifying improvement opportunities and influencing behavioural and cultural change across the business. The role includes analysing performance data, leading training and coaching initiatives, supporting operational teams and presenting customer performance internally and externally to senior stakeholders and clients.

In addition, you will oversee and coordinate our Corporate Social Responsibility and Social Value delivery, including tracking, monitoring and reporting performance, supporting contract requirements and arranging resident engagement activities such as resident days, educational sessions and wider social value initiatives across the business.

This is a visible role requiring regular attendance at client meetings and contract reviews, acting as the company's representative for customer experience performance.

Key Responsibilities

• Lead and continuously improve the organisation's customer experience strategy
• Monitor and review customer interactions across all touchpoints to ensure high standards are maintained
• Analyse and report on customer KPIs, performance trends and satisfaction metrics
• Support operational teams to ensure productivity, service levels and customer expectations are consistently met
• Deliver training and coaching to customer service staff, Resident Liaison Officers and operational teams
• Identify improvement areas and implement action plans to drive performance and behavioural change
• Work collaboratively with senior management to embed customer focused working practices across departments
• Attend and present at client meetings and contract performance reviews
• Act as the organisational lead for customer experience reporting internally and externally
• Oversee corporate CSR and Social Value performance including:
  • Monitoring and reporting contract commitments
  • Supporting client requirements and audits
  • Coordinating resident engagement events and educational sessions
  • Driving business wide social value initiatives and tracking outcomes
• Develop and implement policies, standards and best practice guidance for customer delivery

Qualifications & Experience

• Proven experience in a customer experience, customer service or service improvement leadership role
• Strong leadership skills with the ability to influence teams across operational environments
• Excellent communication and stakeholder engagement skills
• Experience analysing performance data and producing reports for senior stakeholders or clients
• Experience developing and delivering training or improvement programmes
• Understanding of customer journey management and service improvement methodologies
• Knowledge of customer service systems and performance measurement tools
• Experience working within housing, construction, maintenance or similar service delivery environments (desirable)
• Experience managing or reporting on Social Value / CSR activities (desirable)

If you are passionate about improving customer outcomes and influencing organisational culture and want to lead meaningful change across a growing service led business, we would love to hear from you.

About Us

Established in 2007, CCS has been providing high-quality boiler installation services to social housing customers. Our team has grown significantly, allowing us to expand our services and incorporate the latest technologies. Today, CCS is an industry leader in renewable energy installations, dedicated to innovation and excellence.

What We Offer

• Pension Scheme: Auto enrolment after probation.
• Flexible Annual Leave: Option to buy or sell leave after probation.
• Professional Development: Access to in house and external training.
• Employee Assistance Programme: 24/7 support.
• Refer a Friend Bonus: Reward scheme for successful referrals.
• Parking: Available at office locations.

Why Choose CCS?

• Skill Development: Access to training programmes, coaching, and mentoring.
• Career Growth: Clear pathways for personal and professional advancement.
• Long Term Contracts: Enjoy stability and job security.

We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.