Softcat
Customer Experience Manager
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Would you like to kick start your career in a supportive, collaborative and innovative company?
Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?
Join Our Customer Experience Team
The Customer Experience (CX) team delivers Softcat's customer experience strategy through key programmes including Voice of the Customer, Softcat Cares, Continual Improvement and Customer Communities. These initiatives help us listen to customers, understand their experiences, resolve issues effectively and continuously improve how we operate.
Success. The Softcat Way.
There's a uniqueness to Softcat – what we do, how we do it and why we do it. That's because we help customers to use technology to succeed, by putting our employees first. We give everyone the chance to step up and show how much they can achieve. We succeed when all our people succeed.
Driving Customer Excellence Through Insight and Improvement
As a Customer Experience Manager, you will help shape Softcat's customer experience strategy by turning customer insight, complaint trends and operational data into meaningful improvements across the business. Working closely with stakeholders across multiple departments, you will drive initiatives that enhance customer outcomes, support the Voice of the Customer programme, and contribute to the Softcat Cares complaint and escalation framework. Acting as a customer advocate and improvement lead, you will ensure feedback is translated into measurable business value and lasting operational change.
As a Customer Experience Manager, you'll be responsible for:
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- Acting as a customer advocate, using customer feedback, operational data and insights to drive meaningful and sustainable improvements
- Managing customer complaints, escalations and business-critical issues through the Softcat Cares framework, ensuring timely resolution and clear communication
- Conducting root cause analysis, coordinate corrective actions and embed lessons learned across the business
- Leading customer-focused continual improvement initiatives, facilitating workshops, journey mapping and cross-functional change programmes
- Translating customer insight and complaint trends into measurable business outcomes, tracking benefits and performance against key objectives
- Supporting the Voice of the Customer programme, championing customer-centric decision making and accountability across Softcat
We'd love you to have:
- Passionate about delivering exceptional customer experiences while balancing customer needs and commercial priorities
- Strong analytical and problem-solving skills, with the ability to turn data and insight into meaningful action
- Excellent communication, stakeholder management and influencing skills at all levels of the business
- Self-motivated, adaptable and comfortable leading change in a fast-paced and evolving environment
- Highly organised, detail-oriented and resilient, with the ability to manage competing priorities and complex customer situations
We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!
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Work in a way that works for you
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
- Hybrid working – 3 days in the office and 2 days working from home
- Working flexible hours - flexing the times you start and finish during the day
- Flexibility around school pick up and drop offs
Working with us
Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.
Join us
To become part of the success story, please apply now.
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/
Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.
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