Customer Experience Lead (12 month maternity cover)

Role overview

Responsibilities

• Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures.
• Promoting teamwork & collaboration to effectively achieve individual, team, and departmental objectives, sharing knowledge and skills.
• Provide support within own team and to other teams as required.
• Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Leverage the voice of the customer (VOC), operational metrics, and best practice methodology to identify opportunities to improve the customer experience.
• Develop succinct and compelling problem statements for customer pain points.
• Conduct data collection discovery, subject matter expert (SME) interviews/workshops, process mapping, and related gap analyses.
• Evaluate existing day-to-day practices, analyzing root causes and identifying improvement opportunities to help define solutions that reduce complexity, and customer effort, improve customer experience/satisfaction, increase productivity, and enhance employee engagement.
• Collaborate with experts to understand the as-is customer journey, solve customer pain points, and develop to-be recommendations to close gaps.
• Develop a customer-centric culture, building relationships/partners with experts and stakeholders to assess, improve, and implement continuous improvement projects and related solutions.
• Estimate project cost/benefit; develop a sound business case for the intended improvement.
• Manage project performance, evaluating the overall performance of enhancements, for benefit realization.
• Take ownership of assigned projects, planning/managing, and delivering milestones on time.
• Take a lead role in cross-functional project teams as and when required.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity, or reduce costs.
• You provide constructive feedback on new processes and developments.
• You are open to and embrace change and encourage others to do the same.
• Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.

Qualifications

• Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members.
• Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues.
• Experience of encouraging others to work to KPI’s/SLA’s.
• Experience of managing projects, engaging contributors at all levels.
• Proven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics.
• Ideally, understanding and experience using Lean 6 Sigma methodology.
• Understanding of the role of related departments and have a range of contacts outside and within Customer Service.

Compensation and Benefits

• Competitive salary
• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Company funded single cover private medical insurance
• Employee assistance programme – offering 24/7 well-being support
• Share Match – Plan that matches every share purchased with two free shares.
• Pension scheme
• Life assurance, plus optical and medical care

Application Information

• Closing date for applications: 17 June 2026
• This role will be based in the UK and you must have the right to live and work in the UK
• This is a hybrid position that will require on site reporting at least 3x weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location
• Please note: Our Milton Park office will be relocating from Milton Park Abingdon to Oxford City Centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.
• We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!