Customer Experience Manager

Patient Choice - Customer Experience Manager Wellington, Somerset, Onsite Permanent, Full-time Monday – Friday 37.5 hours (Flexible to consider minimum 32 hours per week) Are you a people leader who’s passionate about great customer service — and motivated by shaping consistent, high-quality experiences for every customer, every time? At Patient Choice, we’re proud to play our part in supporting NHS patients across the UK by making access to prescriptions and healthcare services simple, efficient and compassionate. As we continue to grow, we’re looking for a Customer Experience Manager to join our leadership team and help us revolutionise the way we support our patients. What makes this role different? As Marketing Manager, you will lead the transformation of our brand and digital marketing strategy, spearheading efforts to grow our e‑commerce platform while inspiring and mentoring a small, dedicated team. Your work will directly impact patient care and drive ethical growth in the healthcare sector. The Role: Based at our Wellington (Somerset) head office, you’ll lead and inspire a team of around 15 passionate customer service professionals. You’ll set the standard for excellence — shaping the tone of every interaction, introducing smarter processes, and creating a truly consistent, best‑in‑class patient experience. This is a newly created role, reporting to our Head of Quality and Customer Experience, and represents a real opportunity to make your mark. What You’ll Do: Lead, coach and develop the customer care team to deliver a consistently high‑quality experience. Standardise processes, scripts and quality measures so every patient receives the same excellent level of care. Use data and analytics to drive continuous improvement, identify trends, and shape future strategy. Champion a culture of accountability and pride within your team. Partner with our senior leadership colleagues to evolve how we work, embedding quality and patient‑first thinking in everything we do. About You: We’re looking for someone who blends strategic thinking with a hands‑on, people‑focused approach. You’ll thrive in a changing environment and know how to inspire teams through transformation. You’ll likely have: Proven experience leading customer service or contact centre teams (10+ people). A passion for delivering great customer and patient experiences. Strong leadership and communication skills — you’re confident guiding, coaching and challenging others. A flair for data and analytics — using insight to drive smarter decisions. Experience improving processes or leading change initiatives. (Bonus) Knowledge of the NHS, pharmacy or healthcare sector - but it’s definitely not essential. Why Join Us? At Patient Choice, you’ll be part of a business that’s trusted by patients and the NHS alike — but we’re also growing and evolving fast. That means your ideas will be heard, your impact will be visible, and your leadership will shape how thousands of patients experience our service every day. You’ll join a close‑knit, values‑driven team who genuinely care about what we do — and about each other. Want to be a Patient Choice Person? This is an exciting role where you will get to make a lasting impact on the customer experience at Patient Choice. You’ll be joining a values‑driven team dedicated to integrity, innovation, and positive impact. Benefits: A competitive salary of £42,000 per annum, full time equivalent. Quarterly bonus scheme Holiday entitlement of 25 Days, Plus Bank Holidays, plus 1 day additional per years’ service, up to 30 days. Family‑friendly policies including flexible working, death in service, salary protection benefit and more Free Gym Membership. Westfield Health Cover. Company wide social events throughout the year Closing date: 30th November 2025 #J-18808-Ljbffr