Customer Experience Manager

Description

Role: Customer Experience Manager

Location: Brighton (Hybrid - 3 days in office)

Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person)

Pay: £31,000 - £34,000 per annum

An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton.

Benefits

Hybrid working after induction

Additional day off for your birthday

Holiday entitlement increasing up to 25 days with service

Two learning and development days per year

Opportunities to travel and experience company trips

Supportive and people-first culture

The Requirements

Proven background in customer service management, compliance, or quality assurance

Strong communication and conflict resolution skills, with experience handling sensitive issues

Ability to analyse data, identify trends, and present actionable recommendations

Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR)

Experience in designing and delivering training

Strong organisational and project management skills

(Desirable) Experience within the travel or education sector

(Desirable) Experience as a Data Protection Officer or in a similar compliance role

(Desirable) Familiarity with safeguarding and inclusion standards

(Desirable) Awareness of AI and its application in customer experience

The Role

Act as the central point for all customer feedback and complaints

Gather, assess, and report feedback to identify root causes and recommend improvements

Lead customer service meetings and drive continuous improvement initiatives

Support internal teams with customer engagement and issue resolution

Ensure compliance with relevant regulatory and insurance requirements

Serve as Data Protection Officer, managing breaches, compliance logs, and training

Oversee terms and conditions updates and internal communication

Design and deliver customer service training and service excellence programmes

Collaborate on cross-departmental projects to enhance customer insight

Support insurance renewals, claims, and H&S initiatives

Promote safeguarding and inclusion across the business

Provide strategic guidance on responsible AI adoption to improve productivity and customer experience

If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pm

Ad ID: 5417276304