Customer Experience Manager

Job Title: Customer Experience Manager
Location: Sheffield (Hybrid with UK Travel, transport provided)
Type: Full-Time | Permanent
Salary: Up to £40,000 DOE

We are working exclusively with a growing professional services organisation headquartered in Sheffield, currently undergoing a period of exciting transformation. As part of this growth, they are investing in a newly created position for a Customer Experience Manager to drive improvement across the client journey and elevate service standards across the group.

This is a unique opportunity to take ownership of the customer experience strategy, shape how client feedback is captured and acted upon, and ensure consistency across multiple UK sites. You'll work cross-functionally and lead teams, with regular travel to regional offices to stay close to both clients and operations.

Key Responsibilities:

• Manage and develop the customer experience team

• Proactively handle and resolve complex client complaints in line with regulatory standards

• Gather and analyse customer data to identify trends and improvement opportunities

• Collaborate with internal departments to ensure seamless service across all channels

• Deliver training and guidance to front-line teams to enhance customer interactions

• Report key insights, outcomes, and KPIs to senior leadership

• Build and deliver a long-term strategy for customer experience excellence

Ideal Candidate Profile:

• Previous experience in customer experience or complaints management, ideally in a regulated industry (e.g. legal, financial services, insurance)

• Strong interpersonal and communication skills with the ability to influence across all levels

• Commercially aware, data-driven, and process-oriented

• Proven ability to lead and mentor teams

• Flexible and open to regular UK-wide travel

If you're passionate about improving the customer journey and ready to step into a high-impact role within a progressive organisation, we’d love to hear from you.