Customer Experience Team Manager

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CUSTOMER EXPERIENCE TEAM MANAGER Premier - £Competitive - Office Based - Macclesfield ROLE OVERVIEW You will lead, grow and inspire our Customer Experience Team, building a high-performing, service-first function that supports residents, clients and colleagues across the Premier portfolio. Drawing on your background managing customer service, helpdesk or contact centre teams, you will set the standard for how we listen, act and resolve with care. This is a pivotal and influential role within the Odevo Group. You will shape our customer strategy, design scalable processes, and embed coaching-led leadership to elevate satisfaction, reduce effort and create a culture where people thrive and customers feel truly heard. ROLE EXPECTATIONS Most days, you will be on the floor with your team in Macclesfield, coaching, supporting live workloads, reviewing dashboards and removing blockers. You will balance operational planning with hands-on problem solving, while partnering with stakeholders across Operations, IT and Finance to improve tools, processes and reporting. You will lead change with clarity, ensuring your team has what it needs to deliver consistent, high-quality service. WHAT SUCCESS LOOKS LIKE Customer satisfaction and first-contact resolution trend upward, while response and resolution times reduce sustainably. A robust, scalable customer service model is embedded with clear SLAs, workflows and playbooks used consistently across the team. The team is highly engaged, well-coached and achieving targets, with strong retention and clear development pathways. Stakeholders trust your insights and see measurable improvements from your initiatives and reporting. Escalations are rare and well-managed; root causes are identified and fixed through continuous improvement. Data is accurate, visible and actionable, informing decisions at team, department and group levels. HOW YOU'LL SPEND MOST OF YOUR TIME Coaching, 1:1s and side-by-side support to build capability, confidence and consistency. Workforce planning, scheduling and capacity management to meet SLAs across channels. Monitoring real-time and weekly dashboards, acting quickly on trends and backlogs. Handling priority escalations and complex queries, ensuring timely, empathetic resolutions. Mapping processes, refining knowledge bases and implementing continuous improvements. Partnering with IT and Operations to enhance systems (telephony, CRM, ticketing) and reporting. WHO THIS ROLE IS FOR You are an experienced leader of customer service, helpdesk or contact centre teams who loves building and improving. You are a hands-on coach who sets clear standards, gives great feedback and celebrates progress. You are data-led, commercially aware and comfortable making decisions that balance service and efficiency. You stay calm under pressure, communicate with empathy and adapt quickly to change. You thrive in an office-based, collaborative environment and enjoy being close to your team and customers. EXPERIENCE THAT HELPS Standing up or scaling a multi-channel service operation (phone, email, portal, live chat). Implementing or optimising telephony, CRM or ticketing platforms and related reporting. Designing quality assurance frameworks, knowledge bases and training programmes. Leading change projects that improved CSAT/NPS, reduced backlogs or simplified processes. Experience within property management or another regulated, service-led environment.

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