Customer Experience Manager

1 week ago

Southampton, Southampton, United Kingdom FirstGroup Full time
About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at FirstGroup. As a key member of our business, you will play a critical role in driving customer satisfaction and delivering an improved customer experience across our organization.

Main Responsibilities
  • Customer Advocacy: Proactively seek feedback and insight from across the business to identify areas for improvement and ensure that customer needs are met.
  • Relationship Management: Build and maintain strong relationships with key stakeholders, including Transport Focus, London Travel Watch, and Customer Council, to ensure effective communication and collaboration.
  • CX Plan Implementation: Work with the Senior CX Manager to develop and implement the CX Plan, ensuring that all teams are aligned and working towards common goals.
  • Performance Management: Hold Business Area teams to account for their areas of the CX Plan, agreed KPIs, and Service Standards.
  • Cross-Functional Collaboration: Represent customer groups across the business, enhancing internal understanding and facilitating better decision-making.
  • Cultural Shift: Support the Senior CX Manager in creating a cultural shift in CX at FirstGroup, promoting a customer-centric approach and driving business improvement.
  • Reporting and Communication: Share current performance and insight on Customer Experience with the business, through established and agreed channels.
  • Project Management: Successfully deliver all projects and tasks assigned by the Senior CX Manager, prioritizing workload in line with FirstGroup objectives.
Requirements
  • Education: Educated to a good standard of education, with an understanding of working within a trade union environment.
  • Project Management: Holder of either a project management qualification or project management experience in a relevant industry.
  • Industry Experience: Relevant experience in the successful support of programs or projects within the rail industry is desirable.
  • Commercial Focus: Strong commercial focus and financial acumen.
  • Communication Skills: Outstanding communication, presentation, and influencing skills, including the ability to effectively communicate proposals and strategies to senior leaders.
About the Location

Our headquarters is based in a modern office space, easily accessible by public transport, with many amenities and attractions nearby.

Working Pattern

We offer a standard office hours working pattern, with some ad-hoc out-of-hours working related to certain projects.

The Reward

In return, we offer a competitive salary and a variety of valuable benefits, including:

  • Free duty and leisure travel on FirstGroup services for employees
  • Free leisure travel for spouse/partner and dependents (criteria-dependent)
  • 75% discount on many other train operating companies
  • Full training and support with development
  • Large range of exclusive retail offers
  • Excellent pension scheme

  • Director of Customer Experience

    3 days ago

    Southampton, Southampton, United Kingdom Konnect Recruit Ltd Full time £50,000

    Konnect Recruit Ltd is currently partnering with a high-end house builder to recruit a Director of Customer Experience to oversee the customer care function across multiple sites in Hampshire.The ideal candidate will have experience working in a customer-facing role, preferably in a management capacity, and be looking to take on a more senior position.Strong...

  • Director of Customer Experience

    4 days ago

    Southampton, Southampton, United Kingdom Konnect Recruit Ltd Full time £50,000

    Konnect Recruit Ltd is currently partnering with a high-end house builder to recruit a Director of Customer Experience to oversee the customer care function across multiple sites in Hampshire.The ideal candidate will have experience working in a customer-facing role, preferably in a management capacity, and be looking to take on a more senior position.Strong...

  • Customer Experience Director

    5 days ago

    Southampton, Southampton, United Kingdom Konnect Recruit Ltd Full time

    Konnect Recruit Ltd is currently partnering with a high-end house builder to recruit a Customer Care Manager to oversee 4/5 sites in the region.The ideal candidate will have experience working as a Customer Care Manager or a coordinator looking to take the next step in their career.Key responsibilities include:Leading a team to ensure exceptional customer...

  • Customer Experience Manager

    4 days ago

    Southampton, Southampton, United Kingdom FirstGroup Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at FirstGroup. As a key member of our business, you will play a critical role in driving customer satisfaction and delivering an improved customer experience across our organization.Main ResponsibilitiesCustomer Advocacy: Proactively seek feedback and insight from...

  • Customer Experience Manager

    3 days ago

    Southampton, Southampton, United Kingdom FirstGroup Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at FirstGroup. As a key member of our business, you will play a critical role in driving customer satisfaction and delivering an improved customer experience across our organization.Main ResponsibilitiesCustomer Advocacy: Proactively seek feedback and insight from...

  • Head of Customer Experience

    3 days ago

    Southampton, Southampton, United Kingdom Konnect Recruit Ltd Full time £50,000

    We are currently recruiting on behalf of a high-end house builder based in the UK that specializes in the development of new build housing.Due to expansion, they are currently recruiting for a Head of Customer Care to oversee approximately 4-5 sites in the region.Candidates must have experience working as a Customer Care Manager or a Coordinator looking to...

  • Head of Customer Experience

    4 days ago

    Southampton, Southampton, United Kingdom Konnect Recruit Ltd Full time £50,000

    We are currently recruiting on behalf of a high-end house builder based in the UK that specializes in the development of new build housing.Due to expansion, they are currently recruiting for a Head of Customer Care to oversee approximately 4-5 sites in the region.Candidates must have experience working as a Customer Care Manager or a Coordinator looking to...

  • Residential Customer Experience Executive

    5 days ago

    Southampton, Southampton, United Kingdom Fawkes & Reece London Full time

    Job Summary:We are seeking a highly skilled Customer Service Manager to join our team at Fawkes & Reece London. As a key member of our customer service team, you will be responsible for ensuring that customer complaints are resolved efficiently and effectively.Key Responsibilities:Complaint Resolution: Deal with customer complaints in a professional and...

  • Customer Experience Specialist

    5 days ago

    Southampton, Southampton, United Kingdom SLS Recruitment Ltd Full time £24,000 - £30,000

    Job Opportunity: Customer Service and Sales RoleAbout the Company: SLS Recruitment Ltd is a leading recruitment agency specializing in sales and customer service placements.Job Description:We are seeking enthusiastic and ambitious individuals to join our team as a Customer Service and Sales Representative. As a key member of our sales team, you will be...

  • Residential Customer Experience Executive

    5 days ago

    Southampton, Southampton, United Kingdom Fawkes and Reece Full time

    Job Summary:We are seeking a highly skilled Customer Service Manager to join our team at Fawkes and Reece. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and that any complaints are resolved efficiently and effectively.Key Responsibilities:Manage and resolve customer...

  • Customer Experience and Operations Lead

    5 days ago

    Southampton, Southampton, United Kingdom Starling Bank Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service and Operations Manager to join our team at Starling Bank. As a key member of our operations team, you will be responsible for leading the Customer Service Day Time operation, which operates between 6am and 10pm, Monday to Sunday.Key ResponsibilitiesForecasting volumes based on...

  • Sales and Customer Experience Specialist

    5 days ago

    Southampton, Southampton, United Kingdom SLS Recruitment Ltd Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer Service Representative. As a key member of our sales team, you will be responsible for building and maintaining strong relationships with our clients, identifying new business opportunities, and providing exceptional customer service.Key...

  • Park Experience Manager

    5 days ago

    Southampton, Southampton, United Kingdom Shared Services Partnership Full time

    Job Overview:Job Type: Temporary for 12 monthsHours per week: 14.80 (At weekends)Contract Type: TemporaryThe Role:As a key member of the Shared Services Partnership team, you will be responsible for delivering exceptional customer experiences to visitors at Lepe Country Park. Your primary focus will be on providing a warm and welcoming environment, ensuring...

  • Park Experience Manager

    3 days ago

    Southampton, Southampton, United Kingdom Shared Services Partnership Full time

    Job Overview:Job Type: Temporary for 12 monthsHours per week: 14.80 (At weekends)Contract Type: TemporaryThe Role:As a key member of the Shared Services Partnership team, you will be responsible for delivering exceptional customer experiences to visitors at Lepe Country Park. Your primary focus will be on providing a warm and welcoming environment, ensuring...

  • Customer Experience Specialist CO1/2

    5 days ago

    Southampton, Southampton, United Kingdom FirstGroup Full time

    About the RoleAs a Customer Ambassador, you will play a vital role in delivering exceptional customer experiences at our train stations. You will be the first point of contact for our customers, providing them with expert advice and information to ensure their journey is smooth and enjoyable.Main ResponsibilitiesApproach customers in the station concourse to...

  • Customer Service Manager

    16 hours ago

    Southampton, Southampton, United Kingdom ASDA Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team at ASDA. As a key member of our store operations team, you will be responsible for leading and managing a team of customer-facing staff to deliver exceptional customer service and drive sales growth.Key ResponsibilitiesLead and manage a team of...

  • Customer Service Manager

    12 hours ago

    Southampton, Southampton, United Kingdom ASDA Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team at ASDA. As a key member of our store operations team, you will be responsible for leading and managing a team of customer-facing staff to deliver exceptional customer service and drive sales growth.Key ResponsibilitiesLead and manage a team of...

  • Customer Service Manager

    5 days ago

    Southampton, Southampton, United Kingdom Fawkes & Reece London Full time

    Job Summary:We are seeking a highly skilled Customer Service Manager to join our team at Fawkes & Reece London. As a key member of our customer service team, you will be responsible for ensuring that customer complaints are resolved efficiently and effectively.Key Responsibilities:Complaint Resolution: Deal with customer complaints in a professional and...

  • Customer Service Manager

    20 hours ago

    Southampton, Southampton, United Kingdom Fawkes and Reece Full time

    Job Summary:We are seeking a highly skilled Customer Service Manager to join our team at Fawkes and Reece. As a key member of our customer service team, you will be responsible for ensuring that customer complaints are resolved efficiently and effectively.Key Responsibilities:Manage and resolve customer complaints in a timely and professional...

  • Customer Service Manager

    17 hours ago

    Southampton, Southampton, United Kingdom Fawkes and Reece Full time

    Job Summary:We are seeking a highly skilled Customer Service Manager to join our team at Fawkes and Reece. As a key member of our customer service team, you will be responsible for ensuring that customer complaints are resolved efficiently and effectively.Key Responsibilities:Manage and resolve customer complaints in a timely and professional...