Job Description
Customer Experience Manager
Location- Hemel Hempstead
Salary- Up to £42,000
Role- Permanent
Fortus Recruitment Group is a leading recruitment agency specialising in the repairs & maintenance industry. We are currently working with a well-established client who is seeking a skilled Resident Liaison Officer to join their planned maintenance team in the Dover and surrounding area. This role focuses on external projects including window and roofing replacements.
We're hiring a Customer Experience Manager to join our team in Hemel Hempstead.
The Role
This position focuses on improving the overall customer journey, building strong relationships, and ensuring a high standard of service across all interactions. You'll lead on customer engagement, oversee service delivery, and use data and feedback to drive continuous improvement.
Key Responsibilities
- Lead teams to deliver excellent customer and client experiences
- Manage relationships with customers and clients, ensuring expectations are met or exceeded
- Handle escalations, complaints, and service issues, identifying root causes and implementing long-term solutions
- Use data, feedback, and insights to improve services and enhance customer satisfaction
- Develop and refine customer journey processes to increase efficiency and consistency
- Support community engagement initiatives and strengthen stakeholder relationships
- Monitor performance through KPIs and drive ongoing improvements
- Lead, support, and develop team members to ensure high performance
About You
- Experience in customer experience, resident engagement, or service delivery (ideally within social housing or similar sectors)
- Strong leadership and stakeholder management skills
- Ability to analyse data and implement service improvements
- Passion for delivering high-quality customer outcomes
What's on Offer
- Competitive salary and benefits package
- Career development and progression opportunities
- Supportive and inclusive working environment
If you are interested in this position please apply or if you would like to have a confidential chat please call office and speak to Taylor Johnston.
Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer.
INDTJ
