Customer Experience Manager

Job Title: Customer Experience Manager (CEM)
Location: Sheffield (with flexible working options)
Hours: Full-time, 35 hours/week (Monday to Friday, 9am-5pm)
Salary: £35,000 - £40,000 DOE

Representing a Leading Law Firm - Opportunity Through CRA Consulting

CRA Consulting is proud to be working in partnership with a prestigious and forward-thinking law firm based in Sheffield, currently seeking an experienced and driven Customer Experience Manager (CEM) to join their senior leadership team.
This is a pivotal opportunity to take charge of the client experience strategy within a respected, regulated legal environment. You'll play a key role in elevating service standards, resolving client issues, and influencing how a dynamic legal business supports its clients throughout their journey.

About the Role

As the Customer Experience Manager, you'll be the client's champion within the firm, leading a dedicated team and collaborating with senior leaders across departments. Your mission? Ensure that every client interaction is seamless, consistent, and memorable.
You'll be empowered to drive change through strategy, innovation, and data, while leading the resolution of client complaints in accordance with strict legal and regulatory standards.

Key Responsibilities

Customer Insights & Strategy

• Gather and analyze feedback from surveys, reviews, and direct communications.
• Identify trends and service gaps, and create strategies for continuous improvement.
• Design and lead initiatives that boost satisfaction, loyalty, and client retention.

Monitoring & Metrics

• Define and track performance indicators (e.g., satisfaction, NPS, resolution rates).
• Create detailed reports and insight dashboards for executive stakeholders.

Cross-Department Collaboration

• Work closely with legal, compliance, training, operations, and marketing teams.
• Ensure insights from complaints and feedback directly influence business processes.
• Collaborate with the MLRO and Compliance teams on breaches or failures identified through complaints.

Complaints Management & Regulatory Oversight

• Oversee the firm's complaints process, ensuring fairness, compliance, and speed.
• Maintain alignment with requirements set by the Legal Ombudsman, SRA, and ICO.
• Manage responses on review platforms such as Trustpilot, Google, and Review Solicitors.
• Provide regular reporting to the Board on complaint trends and outcomes.

Coaching & Development

• Support the development of front-line and client-facing teams via coaching and training.
• Work with internal trainers to build client-focused learning initiatives.

Leadership

• Manage and inspire the Customer Experience Team to exceed expectations.
• Conduct appraisals, provide regular feedback, and support career development.
• Build a collaborative, high-performance culture focused on continuous improvement.

What We're Looking For

• Proven success in customer experience management or senior customer service roles.
• Background in legal, financial, or other regulated sectors is strongly preferred.
• Strong leadership skills - you've led, coached, and developed high-performing teams.
• Data-driven decision-making and experience with performance monitoring.
• Empathy, tact, and the ability to manage complex, sensitive issues with integrity.
• Excellent communication skills - written and verbal.
• Proficiency in Microsoft 365 and CRM platforms; knowledge of Proclaim or other case management systems is a bonus.

What's On Offer

• A key leadership role within a prestigious, forward-thinking legal firm.
• The chance to shape client experience strategy at an organisational level.
• A collaborative working environment that values innovation, accountability, and trust.
• Flexible and hybrid working options to support your work-life balance.
• Career development and ongoing support via CRA Consulting.

Apply Today

If this opportunity aligns with your skills and career aspirations, we'd love to hear from you. Contact Marcus Khazenifar at CRA Consulting for a confidential discussion on or email .

Alternatively, click the "apply" button to submit your latest CV.
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