Morgan Spencer Recruitment
Customer Experience manager -Insurance
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Customer Experience Manager
£48,000 + Up to 15% Bonus | Hybrid Working | Exceptional Culture
Are you passionate about delivering outstanding customer experiences and looking for an opportunity where you can genuinely make an impact?
Our client is an award-winning, growing insurance business looking to appoint a Customer Experience Manager into a newly created role. This is a fantastic opportunity for someone who enjoys improving customer journeys, leading people, resolving complex customer issues, and shaping best-in-class customer service standards.
Why Join?
- Award-winning employer with a 94% employee engagement score
- Flexible hybrid working, typically only 2-4 office visits per month
- Up to 15% bonus potential
- Genuine career progression opportunities as the business grows
- Collaborative, friendly and highly social culture
- Regular team events, away days, connect meetings and an excellent Christmas party
The Role
Reporting into senior leadership, you will take ownership of the customer experience and complaints function, ensuring customers receive an outstanding service at every stage of their journey.
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Key responsibilities include:
- Managing the end-to-end complaints process
- Investigating and resolving complex and escalated complaints
- Handling Financial Ombudsman Service referrals
- Reviewing customer journeys and identifying service improvements
- Producing reports and analysing complaints and customer data
- Monitoring and managing online reviews, including Trustpilot and Google Reviews
- Coaching, mentoring and developing team members
- Managing approximately two direct reports
- Working closely with stakeholders across multiple departments to drive continuous improvement
About You
We are looking for someone who can bring energy, positivity and strong leadership skills to this growing business.
You will ideally have:
- Previous experience in a Customer Experience, Customer Service Management or Complaints Management role
- Strong people management, coaching and mentoring skills
- Excellent communication and stakeholder management abilities
- Experience reviewing cases, identifying trends and implementing improvements
- A customer-centric mindset with a passion for enhancing service delivery
- The confidence to manage escalated complaints and influence change
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Experience within insurance, particularly travel insurance, would be highly desirable, however applicants from other sectors with a strong customer experience background will also be considered.
The Person
The business is focused on finding the right cultural fit as much as the right skill set. They are looking for someone who is:
- Dynamic and enthusiastic
- Positive and solutions-focused
- Adaptable and comfortable working within a growing organisation
- Collaborative and personable
- Hard-working with a genuine desire to make a difference
This is an exciting opportunity to join a business that truly values its people and offers the chance to help shape the future customer experience strategy of a growing organisation.
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