Customer Experience Manager

Description

12-Month FTC (Maternity Cover)

£32,000 – £35,000 | Full-Time | Office-Based

Are you an experienced Customer Service or Customer Success Manager with strong hands-on expertise in Zendesk?

I’m working exclusively on behalf of a well-established, fast-growing organisation seeking a confident and capable Customer Experience Manager to lead their support function during a 12-month maternity cover. This is a fantastic opportunity for someone who thrives in a structured, KPI-driven environment and enjoys improving systems, processes, and team performance.

This is a full-time, office-based role, with an ideal start within the next 4–6 weeks to allow for a detailed and structured handover.

The Role

You will take full ownership of the customer support function, overseeing day-to-day operations while driving continuous improvement through Zendesk reporting and analytics.

Key responsibilities include:

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Leading and overseeing the Customer Service team to ensure KPI and SLA targets are consistently achieved

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Monitoring and analysing performance using Zendesk reporting tools (response times, resolution times, CSAT, etc.)

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Managing and optimising Zendesk workflows and automations

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Troubleshooting Zendesk-related issues and liaising with technical support when required

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Handling complex or escalated customer issues with professionalism and commercial awareness

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Producing performance reports and insights for senior leadership

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Using Zendesk analytics to recommend and implement service improvements

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Ensuring clear, compliant communication aligned to SOPs and regulatory standards

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Maintaining accurate documentation and data privacy compliance

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Exploring system integrations to enhance the overall customer journey

About You

To be considered, you must have:

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Proven experience managing or supervising a Customer Service / Success / Experience team

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Strong, hands-on knowledge of Zendesk (reporting, workflows, analytics essential)

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Experience managing KPIs, SLAs and performance metrics

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Confidence handling escalated customer complaints and complex queries

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Excellent written and verbal communication skills

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A data-led mindset with the ability to turn reporting into actionable improvements

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Strong organisational skills and attention to compliance and documentation

What’s in It for You?

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Competitive salary of £32,000–£35,000

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Opportunity to lead and shape an established support function

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Autonomy and visibility with senior leadership

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Structured handover and clear expectations

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A stable 12-month contract within a supportive, professional environment

If you’re a Zendesk-savvy Customer Experience leader looking for your next contract opportunity and can commit to a full-time, office-based role, I’d love to hear from you.

Apply today with your CV for a confidential discussion

Ad ID: 5417970764