Sopra Steria
Customer Experience Manager
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Customer Experience Manager
Customer Experience Team Manager – Durham
Are you ready to take the next step in your leadership career and help shape an outstanding customer experience?
As a Customer Experience Team Manager, you’ll play a key role in leading a team of Customer Experience Specialists within a fast-paced contact centre environment. You’ll be part of a supportive and collaborative team where wellbeing, respect, and engagement are genuinely valued.
About the Role
- Location: Durham (office-based)
- Working Hours:
- Weekdays: Rotating shifts between 8am–8pm
- Weekends: 8am–6pm (with an expectation of 1 in 5 weekends)
- Total: 37.5 hours per week
- Employment Type: Full-time (Fixed Term Contract – 12 months)
- Security Clearance Required: BPSS
- Salary: £30,790 per annum
- Benefits:
- 25 days annual leave (with option to purchase additional days)
- Health cash plan
- Life assurance
- Pension scheme
- Generous flexible benefits fund
Career Development
The role includes:
- An initial 4-week training programme (combining classroom learning and job shadowing)
- Ongoing leadership development to support your long-term career growth
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Key Responsibilities
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Team Leadership & Development
- Coach, motivate, and develop your team, fostering engagement, resilience, and celebration of success.
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Customer-Centric Culture
- Promote a customer-first relentless approach, ensuring high-quality outcomes and effective query resolution.
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Process Improvement
- Identify opportunities for continuous improvement, implement solutions, and support organisational change.
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Compliance & Governance
- Ensure all activities align with legal, regulatory, and company standards, with completion of relevant training.
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Role Modelling & Professionalism
- Act as an exemplary leader, demonstrating strong leadership, professionalism, and clear communication.
Requirements
To excel in this role, you’ll bring:
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Leadership Experience
- Proven track record of leading, motivating, and developing teams to achieve results.
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Customer Obsession
- A strong focus on customer experience, with a commitment to delivering exceptional service.
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Problem-Solving & Change Management
- The ability to identify improvements, solve challenges, and drive meaningful change.
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Regulatory & Governance Awareness
- Good understanding of regulatory and governance requirements, with strict adherence to compliance.
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Communication & Influence
- Strong communication skills to inspire, influence, and role-model positive behaviours.
Flexibility & Culture
Although this is a full-time role, we encourage flexibility to promote work-life balance. We offer:
- A range of flexible working arrangements (mentions available for discussion).
- A hybrid/collaborative environment fostering engagement, respect, and wellbeing.
"If your skills align—or even closely relate—we’d love to hear from you! Salary discussed with all applicants."
About the Sector
Our team specialises in Private Sector transformation, supporting industries like:
- Banking
- Insurance
- Retail
- Travel
- Transport
- Utilities
We partner with clients to design, deliver, and manage digital transformation strategies, ensuring they remain competitive, secure, and customer-focused.
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