Customer Experience Manager (Contact Centre Manager)

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Job Title: Customer Experience Manager (Contact Centre Manager)

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We are seeking an experienced and driven Contact Centre Manager / CX Manager to lead a high-performing customer operation of approximately 50 advisors. This is a pivotal leadership role responsible for delivering operational excellence, shaping outstanding customer experiences, and driving a culture of continuous improvement. You will lead a team of Team Leaders, alongside Quality and Project functions, ensuring performance, engagement, and customer satisfaction are consistently delivered.

Main Duties and Objectives:

Leadership & People Management

Lead, coach, and develop a team of Team Leaders overseeing c.50 Customer Advisors

Create a high-performance, customer centric culture focused on engagement and accountability

Provide clear direction to the Quality Manager and Project Manager to align initiatives with CX strategy

Drive employee engagement, retention, and succession planning

Embed consistent coaching frameworks and leadership standards across all teams

Customer Experience (CX)

Own the end-to-end customer journey, ensuring a seamless and high-quality experience

Use customer feedback (CSAT, NPS, complaints) to identify improvement opportunities

Champion a “customer-first” mindset across all levels of the operation

Collaborate cross-functionally to improve customer outcomes

Performance & KPI Management

Take full accountability for delivering operational KPIs, including:

Service Levels / SLA

Customer Satisfaction (CSAT / NPS)

First Contact Resolution (FCR)

Quality Scores

Productivity & Efficiency

Analyse data and performance trends to drive insight-led decisions

Ensure robust and consistent performance management is applied across all teams

Continuous Improvement (CI)

Lead and embed a culture of continuous improvement

Identify opportunities to improve processes, efficiency, and customer satisfaction

Partner with the Project Manager to deliver impactful change and transformation initiatives

Promote innovation, automation, and best practice across the contact centre

Resource Planning & Forecasting

Oversee forecasting and workforce planning to meet demand and service targets

Ensure effective scheduling and real-time management

Balance service excellence with cost efficiency

Quality & Compliance

Partner with the Quality Manager to maintain strong quality assurance frameworks

Ensure compliance with regulatory and internal standards

Drive improvements in quality performance through targeted actions

Coaching & Development

Build and embed a strong coaching culture across all leadership levels

Ensure Team Leaders effectively develop advisors to reach their full potential

Identify training needs and support ongoing capability development

Develop future leaders and support internal career progression

Stakeholder Management

Collaborate with key stakeholders across the business (HR, IT, Operations, Product)

Provide regular performance insights and reporting to senior leadership

Act as the voice of the contact centre within the wider organisation

Skills and Experience Required:

Essential

Proven experience managing a contact centre (40–100 FTE)

Strong leadership experience managing Team Leaders and multi-layered teams

Track record of delivering and improving KPIs

Experience in customer experience (CX) strategy and delivery

Strong analytical and data-driven decision-making skills

Experience in forecasting, workforce planning, and resource optimisation

Demonstrable success in driving continuous improvement initiatives

Excellent coaching and people development capabilities

Experience managing Quality and Project Functions

Knowledge of Lean Six Sigma or Continuous Improvement Methodologies

Experience delivering transformation and change initiatives

Key Competencies:

Leadership and Influencing

Performance Management

Customer Focus

Strategic Thinking

Data Driven Decision Making

Coaching and Development

Change and Transformation

Success Measures:

A consistently high-performing operation delivering excellent customer outcomes and engaged teams, evidenced by:

CSAT/NPS at or above target

Strong employee engagement scores

Issues resolved first time, with minimal escalations through proactive management and team capability:

High First Contact Resolution (FCR)

Reduction in repeat contact and complaint volumes

Service delivery is reliable, efficient, and well-controlled:

Service levels / SLA adherence consistently met

Optimised Average Handling Time (AHT) (balanced with quality)

Low backlog and strong case resolution times

Customer insight is actively used to drive measurable improvements:

Reduction in failure demand

Delivery of continuous improvement initiatives with clear impact

High standards of quality and compliance:

Strong Quality Assurance (QA) scores

Positive audit and compliance outcomes

A culture of accountability, ownership, and customer obsession is embedded:

Improved team performance and productivity

Low attrition and high capability across the team

Recognised as a trusted and influential function:

Increased Trustpilot/review scores

Positive feedback from internal stakeholders

Demonstrable contribution to retention, reputation, and service improvement

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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