Head of Customer Experience

Head of Customer Experience | -300360 per day | Outside IR35 | 3 month Contract | Manchester/Hybrid
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We are seeking an experienced Customer Experience Manager to join an established organisation on an interim basis for an initial three-month period.
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This is a hands-on operational role, focused on maintaining the smooth running of customer experience and membership operations while a permanent appointment is made.
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The successful candidate will take ownership of day-to-day customer service activities, resolve existing membership issues and identify practical ways to make the customer journey simpler and more efficient.
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Key Responsibilities
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• Oversee day-to-day customer experience and membership operations, ensuring a consistent and effective service for members, customers and other stakeholders.
• Review and improve registration processes, making it easier and more straightforward for customers to sign up and access services.
• Take ownership of outstanding membership issues, resolving problems relating to registrations, renewals, account access and customer queries.
• Support the smooth running of customer service platforms and systems, identifying and addressing issues that affect the customer experience.
• Act as an escalation point for more complex customer and membership enquiries, ensuring issues are resolved promptly and professionally.
• Work closely with internal teams to identify service bottlenecks, resolve operational challenges and improve communication between departments
• Monitor incoming customer enquiries and service performance, helping ensure appropriate response times and service standards are maintained.
• Identify practical improvements to customer journeys and membership processes that can be implemented during the interim period.
• Support and guide the existing customer experience team, helping maintain consistency and service delivery.
• Ensure a smooth handover to the incoming permanent appointment, documenting outstanding issues, operational priorities and improvement opportunities.

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Key Experience
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Essential
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• Previous experience in a customer experience, customer service or membership operations role.
• Experience managing day-to-day customer service operations in a busy environment.
• Strong problem-solving skills, with the ability to investigate and resolve customer and membership issues.
• Experience improving customer journeys and streamlining registration or onboarding processes.
• Confident using customer service platforms, CRM systems and membership databases.
• Strong communication and stakeholder management skills.
• Comfortable taking ownership, working independently and making practical decisions.

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Desirable
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• Experience within a membership organisation, sporting body, charity or similar environment.
• Experience with Zendesk, Salesforce, Freshdesk or similar platforms.
• Experience managing registrations, renewals and membership administration processes.
• Experience supporting or supervising a customer service team.

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Rate
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• -300360 per day
• Outside IR35
• 3 month contract
• Hybrid working with 3 days in the Manchester office