Your new company A well-established and customer-focused organisation is seeking a Customer Experience Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey. This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.Your new role You will have full line management responsibility for the team. This includes providing clear direction, support and day-to-day leadership to create a positive, accountable and high-performing working environment. Alongside leading the team, you will take ownership of the complaints and escalation process and drive improvements across the wider customer journey.Leading, motivating and developing the team, setting clear expectations and creating a positive, accountable working environmentManaging the team''s day-to-day performance and ensuring consistently high standards of serviceManaging complex customer complaints and escalations from investigation through to resolutionIdentifying the root causes of complaints, recurring issues and service failures, and working with relevant departments to implement corrective actionsLeading and continually improving the customer onboarding journeyManaging customer feedback programmes, including NPS, CSAT and customer surveysAnalysing ..... full job details .....