Head of Customer Experience

Head of Customer Experience | £300-£360 per day | Outside IR35 | 3 month Contract | Manchester/Hybrid We are seeking an experienced Customer Experience Manager to join an established organisation on an interim basis for an initial three-month period. 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. 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. Key Responsibilities 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 departmentsMonitor ..... full job details .....