Contact Centre Customer Experience Manager Manchester Salary: 36,000 - 37,000 Hybrid working Are you an experienced leader with a passion for exceptional customer service and a commitment to doing the right thing for customers? We''re looking for a Contact Centre Customer Experience Manager to lead our frontline teams, drive performance, and ensure we continue to deliver fair, timely, and high?quality customer outcomes. About the Role In this pivotal role, you will oversee the day?to?day operation of our contact centre, ensuring customers receive excellent service across all communication channels. You will be the escalation point for complex or high-risk cases, ensuring that all customer interactions meet FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) requirements. What You''ll Be DoingLeading and motivating the Contact Centre Team Leaders and Advisors to deliver outstanding customer service.Overseeing first-line handling of customer complaints and ensuring prompt, fair, and compliant resolutions.Acting as the escalation point for complex, sensitive, or high?risk customer cases.Ensuring full adherence to FCA guidelines, Consumer Duty, and TCF principles in everyday operations.Monitoring service levels, quality metrics, and customer satisfaction to drive continuous performance improvements.Identifying complaint trends and root causes, working with cross-functional teams to reduce recurring issues.Supporting initiatives that help reduce complaint volumes t