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Role: Customer Experience Manager
Location: Brighton (Hybrid - 3 days in office)
Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person)
Pay: £31,000 - £34,000 per annum

An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton.

Benefits

Hybrid working after induction
Additional day off for your birthday
Holiday entitlement increasing up to 25 days with service
Two learning and development days per year
Opportunities to travel and experience company trips
Supportive and people-first culture

The Requirements

Proven background in customer service management, compliance, or quality assurance
Strong communication and conflict resolution skills, with experience handling sensitive issues
Ability to analyse data, identify trends, and present actionable recommendations
Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR)
Experience in designing and delivering training
Strong organisational and project management skills
(Desirable) Experience within the travel or education sector
(Desirable) Experience as a Data Protection Officer or in a similar compliance role
(Desirable) Familiarity with safeguarding and inclusion standards
(Desirable) Awareness of AI and its application in customer experience

The Role

Act as the central point for all customer feedback and complaints
Gather, assess, and report feedback to identify root causes and recommend improvements
Lead customer service meetings and drive continuous improvement initiatives
Support internal teams with customer engagement and issue resolution
Ensure compliance with relevant regulatory and insurance requirements
Serve as Data Protection Officer, managing breaches, compliance logs, and training
Oversee terms and conditions updates and internal communication
Design and deliver customer service training and service excellence programmes
Collaborate on cross-departmental projects to enhance customer insight
Support insurance renewals, claims, and H&S initiatives
Promote safeguarding and inclusion across the business
Provide strategic guidance on responsible AI adoption to improve productivity and customer experience

If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pm