Head of Customer Experience in Manchester, Greater Manchester
Posted by Langham Recruitment
£300 – £360 a day
Manchester · Contract
We are seeking an experienced Customer Experience Manager to join an established organisation on an interim basis for an initial three-month period.
This is a hands-on operational role, focused on maintaining the smooth running of customer experience and membership operations while a permanent appointment is made.
The successful candidate will take ownership of day-to-day customer service activities, resolve existing membership issues and identify practical ways to make the customer journey simpler and more efficient.
Key Responsibilities
- Oversee day-to-day customer experience and membership operations, ensuring a consistent and effective service for members, customers and other stakeholders.
- Review and improve registration processes, making it easier and more straightforward for customers to sign up and access services.
- Take ownership of outstanding membership issues, resolving problems relating to registrations, renewals, account access and customer queries.
- Support the smooth running of customer service platforms and systems, identifying and addressing issues that affect the customer experience.
- Act as an escalation point for more complex customer and membership enquiries, ensuring issues are resolved promptly and professionally.
- Work closely with internal teams to identify service bottlenecks, resolve operational challenges and improve communication between departments
- Monitor incoming customer enquiries and service performance, helping ensure appropriate response times and service standards are maintained.
- Identify practical improvements to customer journeys and membership processes that can be implemented during the interim period.
- Support and guide the existing customer experience team, helping maintain consistency and service delivery.
- Ensure a smooth handover to the incoming permanent appointment, documenting outstanding issues, operational priorities and improvement opportunities.
Key Experience
Essential
- Previous experience in a customer experience, customer service or membership operations role.
- Experience managing day-to-day customer service operations in a busy environment.
- Strong problem-solving skills, with the ability to investigate and resolve customer and membership issues.
- Experience improving customer journeys and streamlining registration or onboarding processes.
- Confident using customer service platforms, CRM systems and membership databases.
- Strong communication and stakeholder management skills.
- Comfortable taking ownership, working independently and making practical decisions.
Desirable
- Experience within a membership organisation, sporting body, charity or similar environment.
- Experience with Zendesk, Salesforce, Freshdesk or similar platforms.
- Experience managing registrations, renewals and membership administration processes.
- Experience supporting or supervising a customer service team.
Rate
- £300-£360 per day
- Outside IR35
- 3 month contract
- Hybrid working with 3 days in the Manchester office
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