Customer Experience Manager
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We're looking for a Customer Experience Manager to lead our CX team, champion the voice of our customers, and ensure every interaction reflects the warmth and quality of the GAIL’s brand.
ABOUT THE ROLE
Team Management & Development
Lead, coach and develop the Customer Service team to deliver outstanding service.
Provide training and support to ensure the team thrives.
Conduct regular 1:1s with all direct reports.
Foster a positive, collaborative, and high-performing team culture.
Role model GAIL’s SHINE behaviours in everything you do.
Customer Service Excellence
Support customers across all contact channels within company and regulatory SLAs.
Handle and resolve serious complaints calmly and empathetically, avoiding escalation where possible.
Ensure customer feedback is captured, tracked and acted on, driving meaningful improvements.
Manage the customer service goodwill budget.
Insights & Continuous Improvement
Analyse customer feedback, reviews, surveys, and service data to identify trends and improvement opportunities.
Champion the voice of the customer across GAIL’s, partnering cross-functionally to drive positive change.
Lead or support Customer Experience projects as required.
Quality Assurance & Brand Standards
Ensure all customer-facing communication reflects our brand standards.
Take ownership of CX team Quality Assurance, ensuring KPIs, SLAs and CSAT reflect high performance.
Regularly review team processes, documentation and systems to drive ongoing improvement.
Communicate and embed CX changes across the business via GAIL’s channels.
Technology & Tools
Work with IT and Digital teams to enhance customer service platforms and CRM systems.
Use technology to automate workflows, improve communication channels, and increase efficiency.
Maximise customer self-serve tools and documentation to reduce contact volume.
ARE YOU THE MISSING INGREDIENT
Proven experience in customer service or customer experience management.
Strong background in managing, coaching, and developing teams.
Ability to build strong relationships and collaborate across departments.
Familiarity with customer feedback tools (Freshdesk, Zendesk etc.) and AI-powered service tools.
Knowledge of key customer support metrics (e.g., first contact resolution, AHT).
A customer-first mindset with a passion for continuous improvement.
Strong communication and presentation skills.
Exceptional accuracy, organisation and attention to detail.
Confidence managing conflict resolution and complex customer situations.
Data-driven approach with experience using insight tools and reporting dashboards.
Solid understanding of industry CX metrics (NPS, CSAT etc.).
Proficiency in Microsoft Office programmes.
Be passionate about shaping amazing customer experiences.
Act as a proud ambassador for the GAIL’s brand.
BENEFITS BAKED IN
Free food and drink when working
50% off food and drink when not working
33 days holiday
Pension Scheme
Discounts and Savings from high-street retailers and restaurants
24 hour GP service
Cycle to work scheme
Twice yearly pay review
Development programmes for you to RISE with GAIL’s