Customer Experience Manager Are you an experienced leader with a passion for driving excellence and delivering outstanding customer service We have a fantastic opportunity for you Trustgreen, a leader in open space management, is seeking a dedicated and motivated Customer Experience Manager to join our team. We believe that a strong customer experience is key to building lasting relationships and driving business success. Why Join Us Leading Innovators: Trustgreen is a leading Open Space Management Company delivering innovative and sustainable solutions for our clients and communities. Professional Team: We support many of the top residential housebuilders to create and maintain expertly managed open spaces for the benefit of the local community and the wildlife they support. Customer Service Focused: With an ever-growing portfolio of sites under our management, our customer service-led approach is what sets us apart. Vision for Improvement: Our vision is to continually review, monitor, and improve the way we care for the open spaces we manage. Great Place to Work: We pride ourselves on being a great place to work, valuing the individuals that make up our organisation. Our commitment has been recognised by Investors in People, who recently awarded us silver status. Fun and Engagement: We take fun seriously From charity events and competitions to our annual team away day, there's always something happening at Trustgreen. The Role As our Customer Experience Manager, you will play a key role in enhancing the customer journey. You will be responsible for identifying opportunities to improve interactions, streamline processes, and achieve targeted outcomes. By analysing customer data and implementing innovative solutions, you will help shape our overall customer service strategy, driving satisfaction. This role involves collaborating across all departments to ensure that every touchpoint reflects our commitment to customer satisfaction. The Person We are looking for a motivated, passionate, and committed individual who is driven to deliver excellence every day and doesn't settle for “good enough.” You will possess a solid understanding of customer needs and behaviours with strong leadership skills to inspire and guide our existing customer experience function. Your previous experience may have been gained working for a major house builder or service provider but what is important is the willingness and ability to do the right thing. Main Responsibilities: Map the end-to-end customer journey, identify areas for improvement. Analyse customer feedback and data to identify trends, pain points, and opportunities for improvement. Collaborate with and support all business functions to ensure a consistent and positive customer journey. Monitor customer satisfaction metrics and feedback to identify areas of improvement. Resolving escalated customer issues and complaints in a timely and effective manner. Lead and mentor our existing customer experience function, fostering a culture of customer focus and excellence. Drive initiatives to enhance customer engagement, retention, and loyalty. Stay informed about industry best practices and emerging trends in customer experience. Prepare and present performance reports to the leadership team. What your Day will look like: Lead and mentor our existing customer experience function to ensure the highest standards are met. Continuously monitor performance and quality of on-site operations to maintain exceptional standards. Deliver outstanding customer service for all clients, ensuring satisfaction across all touchpoints. Produce and maintain regular KPI reports, assessing performance, identifying opportunities for improvement, and implementing necessary changes. Collaborate with the leadership team to align operational goals with broader business objectives. Key Skills: Strong proven experience in customer journey, customer service, or related roles, with at least 3 years in a leadership position. Proven track record of developing and implementing successful customer experiences strategies. Strong analytical skills with the ability to interpret data and drive actionable insights. Excellent communication and interpersonal skills, with a passion for customer advocacy. Ability to work collaboratively across teams and influence stakeholders at all levels. Proven track record of achieving and exceeding all KPI’s. Benefits: Company Pension 25 Days Holiday plus bank holidays An additional day holiday for every year of service A day off for your Birthday Employee Assistance Programme The Opportunity This is a significant role within Trustgreen, where the right individual will have the opportunity to directly contribute to the successful delivery of our core business activities. You will be part of a company that values its team members and contributes positively to the community and environment. If you're ready to join a dynamic team and make a difference, we'd love to hear from you Please hit apply now and upload your CV