Customer Experience Manager

Are you passionate about turning customer feedback into real business improvement?

This leading insurtech and vehicle replacement solutions provider is going through a period of rapid growth, and they're looking for a Customer Experience Manager to help shape what outstanding customer experience looks like. This is a genuinely exciting time to join, with real opportunity to make your mark.

This role is perfect for someone who thrives on data, insight and driving change. You'll take ownership of the Net Promoter Score (NPS) programme, lead complaints management from end to end, and work across departments to embed a genuinely customer-first culture as the business continues to expand.

What you'll be doing:

• Owning the Group's NPS programme and reporting to the Executive Leadership Team
• Managing the complaints process, from investigation through to root‑cause analysis and prevention
• Using customer insight to shape strategy and drive continuous improvement
• Designing and delivering customer experience training across the business
• Influencing stakeholders at all levels (no direct line management required)

What we're looking for:

• 5+ years' customer service experience, including 2+ years in a leadership/managerial role
• Strong analytical skills and confidence working with CRM systems
• Excellent communication skills, both written and verbal
• A full UK driving licence
• Educated to A-Level/Degree standard or equivalent experience

Background:

Any experience from a UK-based credit hire, motor insurance claims handler, replacement vehicle provider, insurance / insurtech company or a fleet operator is highly desirable.

A qualification in Customer Experience, Business Improvement or Project Management (e.g. Lean Six Sigma or Institute of Customer Service) would be a bonus, as would experience implementing digital customer service tools such as chatbots or self‑service platforms.

Usually 3 days in office per week, occasionally 4 days and every now and then 2 days per week in the Solihull office - Flexibility is key!

Join a business on an exciting growth journey and help shape its customer experience for the future.

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