Gerrard White Consulting
Customer Experience Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Experience Manager
Hybrid | Solihull
Are you passionate about turning customer feedback into real business improvement?
This leading insurtech and vehicle replacement solutions provider is going through a period of rapid growth, and they're looking for a Customer Experience Manager to help shape what outstanding customer experience looks like. This is a genuinely exciting time to join, with real opportunity to make your mark.
About the Role
This role is perfect for someone who thrives on data, insight and driving change. You'll take ownership of the Net Promoter Score (NPS) programme, lead complaints management from end to end, and work across departments to embed a genuinely customer-first culture as the business continues to expand.
Key Responsibilities
- 📊 Owning the Group's NPS programme and reporting to the Executive Leadership Team
- 🛠️ Managing the complaints process, from investigation through to root-cause analysis and prevention
- 📈 Using customer insight to shape strategy and drive continuous improvement
- 🎓 Designing and delivering customer experience training across the business
- 🤝 Influencing stakeholders at all levels (no direct line management required)
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Requirements
- ✔️ 5+ years' customer service experience, including 2+ years in a leadership/managerial role
- ✔️ Strong analytical skills and confidence working with CRM systems
- ✔️ Excellent communication skills, both written and verbal
- ✔️ A full UK driving licence
- ✔️ Educated to A-Level/Degree standard or equivalent experience
Background
Any experience from a UK-based credit hire, motor insurance claims handler, replacement vehicle provider, insurance / insurtech company or a fleet operator is highly desirable.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
A qualification in Customer Experience, Business Improvement or Project Management (e.g. Lean Six Sigma or Institute of Customer Service) would be a bonus, as would experience implementing digital customer service tools such as chatbots or self-service platforms.
Hybrid Working
Usually 3 days in office per week, occasionally 4 days and every now and then 2 days per week in the Solihull office - Flexibility is key!
Why Join Us?
Join a business on an exciting growth journey and help shape its customer experience for the future.
We're looking forward to hearing from you, please send your CV for immediate consideration.
Salary
£38,000–£42,000 p/a (d.o.e)
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills