Customer Experience Manager

Hemel Hempstead
Full-time | Permanent
£45,000 per annum

About the Company

Our client is a rapidly expanding multi-company group specialising in maintenance, compliance, and retrofit services within Social Housing.

The Opportunity

Our client is currently recruiting for a Customer Experience Manager to join their team in Hemel Hempstead. This is a key leadership role responsible for managing and optimising all customer experience touchpoints, ensuring outstanding service delivery to internal and external stakeholders alike.

Key Responsibilities

• Manage and continuously improve the customer journey across all service areas.
• Develop strong relationships with both new and existing customers.
• Ensure contract delivery meets or exceeds both company and client expectations.
• Act as the escalation point for complex or unresolved customer queries.
• Monitor client satisfaction levels, taking proactive measures to address any issues.
• Foster clear, effective communication across teams and with clients.
• Promote a positive, commercially aware culture aligned with the organisation’s core values.
• Provide guidance on technical and procedural matters when needed.
• Lead workload planning, team performance, and resource allocation.
• Ensure health and safety is prioritised in all decision-making processes.
• Support and develop the team through one-to-ones, PDPs, and ongoing coaching.
• Champion employee engagement, development, and succession planning.
• Encourage knowledge sharing and collaboration within and across teams.
• Act as a role model for the company’s values and behaviours.

Ideal Candidate Profile

• Background in a customer-facing, service-led leadership role
• Demonstrated customer-centric approach
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Experience in data analysis and customer insights
• Proven ability to lead teams, drive engagement, and manage performance
• Highly organised, proactive, and commercially aware
• Must have previous Social Housing Experience.

What’s on Offer

• Competitive salary: £40,000 – £45,000 per annum
• Opportunity to join a growing, values-led organisation
• A supportive team environment with real investment in people
• Ongoing career development and progression opportunities
• The chance to make a meaningful impact in a critical business function

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.