Customer Experience Manager - Macildowie Recruitment and Retention : Job Details

Customer Experience Manager

Location: Ipswich (onsite 5x a week; free parking)

Salary: Above Market Average

Hours: 08:30am-5:00pm (with potential for flexibility)

The Customer Experience Manager is responsible for leading and coordinating all customer-facing and administrative support operations, including Billing, Cost Control, and Fleet. Reporting directly to the CEO, this role ensures the delivery of a high-quality customer experience through strong team leadership, operational oversight, and the design of effective procedures to manage and reduce customer complaints. The role is critical in driving service excellence and operational efficiency across the business.

Key Responsibilities

Lead, support, and coordinate the activities of the customer service and office teams, including:

• Scheduling: Oversee job bookings and engineer allocations
• Invoice/Cost Control: Ensure accurate billing and cost tracking
• Parts/Fleet: Manage inventory, order parts, and oversee vehicle logistics

• Design, implement, and maintain customer complaint procedures, ensuring root causes are addressed and future complaints are prevented
• Act as the senior point of contact for escalated customer issues and team queries
• Oversee Controllers and admin team members to ensure productivity and performance
• Maintain regular communication with the engineering and field teams to support service delivery
• Take an active role in developing scalable and efficient processes as the business grows
• Allocate customer jobs to the appropriate engineer/engineering team to meet target response times
• Monitor and report on performance metrics to ensure departmental KPIs are met
• Ensure accurate and up-to-date data is maintained in internal systems
• Establish and enforce standardised office and service procedures
• Serve as liaison between office teams and executive leadership to ensure strategic alignment
• Provide coaching, training, and development to office and service personnel
• Review and sign off reports, invoices, and schedules for accuracy and completeness
• Lead and support ad hoc projects focused on service improvement and customer experience
• Ensure compliance with Health & Safety and Data Protection regulations
• Support recruitment and onboarding of new customer service and office staff
• Manage team holiday calendars and ensure sufficient cover
• Conduct regular audits and contribute to both internal and external compliance reviews

Skills and Experience Required

• Proven experience in a senior customer service, office management, or operational leadership role
• Strong leadership skills with a focus on team development and customer satisfaction
• Experience creating and improving complaints procedures that resolve issues and improve service
• Excellent communication skills, both written and verbal
• High proficiency in Microsoft Office and business systems
• Strong multitasking and time management skills in a fast-paced environment
• Background in field service coordination, logistics, or similar industry (preferred)
• Proactive, solution-oriented, and confident decision-maker

Qualifications

• GCSEs (or equivalent) in English and Maths (required)
• Supervisory or management training qualifications (desirable but not essential)

What The Company Offer

• Competitive salary based on experience
• 21 days holiday plus bank holidays
• Company pension scheme
• Opportunities for training and career advancement
• Friendly and supportive work environment

This is a fantastic opportunity to join a small-medium sized business during a period of significant growth - with a huge chance to grow and develop the role.

"Customer Experience" "Customer Service" "Scheduling" "Controller" "Fleet" "Logistics" "Complaints" "Manager" "Team Lead" "Head of" "Ipswich" "Suffolk"

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.