Job title: Customer Experience Manager

Location: Tachbrook Park, Warwick

Type: Permanent, Full-time, Hybrid – with national travel to sites

Salary: £45,000 - £55,000 (Dependent on experience)

About the Role:

As a Customer Experience Manager, you will play a key role in enhancing the customer experience journey. You’ll be responsible for identifying opportunities to improve interactions, streamline processes, and achieve targeted outcomes. By analysing customer data and implementing innovative solutions, you will help shape our overall customer service strategy, driving satisfaction and loyalty.

Key Responsibilities:

• Design and implement plans to resolve customer pain points within your assigned journey stage.
• Monitor performance using KPIs and customer feedback to inform strategic decisions.
• Collaborate with other journey managers and cross-functional teams to ensure a seamless, integrated experience.
• Champion customer insights, ensuring they guide process improvements and innovation.
• Advise on team capacity and skills needed to deliver exceptional service, working closely with Team Leaders and Resourcing Coordinators.
• Contribute to training programs and actively support the development of Customer Service agents.

What You’ll Bring:

• Analytical mindset: Skilled in data analysis to uncover actionable insights.
• Strategic thinker: Proven ability to align improvement strategies with business goals.
• Leadership experience: Success in managing teams to achieve performance targets.
• Customer focus: Deep understanding of customer needs, using feedback to drive decisions.
• Collaboration: Strong communicator with a talent for working across teams to enhance customer experiences.

What we can offer you!

• 25 days annual leave plus 8 Bank Holidays
• Holiday Purchase
• Private Medical Insurance
• Company pension scheme
• Company Bonus
• Staff Discounts on Gas

For a full list of our benefits visit: https://www.calor.co.uk/about-us/careers

Interested? 

Please click the “Apply” button and we look forward to your application

At Calor, we are committed to fostering a diverse and inclusive environment where everyone feels valued, respected, and empowered. We believe that our differences make us stronger, and embracing diversity is not only the right thing to do, but it also drives innovation and success.

We understand that building an inclusive business is an ongoing journey, and we are dedicated to continually learning, evolving, and challenging ourselves to create a more equitable and inclusive future. We encourage all members of our community to join us on this journey, as we firmly believe that diversity and inclusion are essential for a better, brighter tomorrow.