Customer Experience Manager
UK Visa Sponsorship Analytics
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Salary: £28,000 – £32,000
Location: Hybrid — 3 days in the office, 2 days from home
Job Type: Full-time
About the Role
As the CX Assistant, you will play a key role in driving the performance, development, and overall success of our Customer Service team. You’ll ensure every customer receives a premium, “white glove” experience while supporting the growth of our overseas agents through thoughtful coaching, clear communication, and strong leadership.
Key Responsibilities
Team Leadership & Support
- Onboard, train, and mentor a small team of overseas Customer Service agents, ensuring alignment with departmental KPIs.
- Provide one-to-one coaching, development, and performance feedback weekly or bi-weekly.
- Offer day-to-day guidance for agent queries and support escalated or complex customer issues.
- Shadow and support new agents to ensure a smooth integration into the team.
Performance Management & Reporting
- Record and report weekly agent performance metrics.
- Establish and track clear KPIs to boost team performance and efficiency.
- Complete weekly Quality Analysis reviews and share insights with key stakeholders.
- Report all progress, challenges, and performance concerns to your line manager for further support.
Customer Service Excellence
- Step in to support the Customer Service inbox during peak times.
- Maintain a premium “white glove” customer experience for every member.
- Create and update template responses, labels, and workflows within the Customer Service platform.
Operational & HR Administration
- Manage routine HR tasks including annual leave approval, monitoring absences, and updating attendance records.
- Review team capacity and workload, collaborating with department leads to plan ahead for peak business periods.
Skills & Qualifications
- Strong background in delivering premium or luxury-level customer experiences.
- Previous experience managing, supervising, or coaching a team.
- Excellent organisational, administrative, and communication skills.
- A professional, proactive mindset suited to a fast-paced environment.
- Experience with Customer Service tools such as Dixa, Zendesk, or Gorgias is highly desirable.
Benefits
- Hybrid working pattern: 3 days in office, 2 days working from home.
- Competitive salary.
- Join a mission-led team focused on sustainability and innovation.
- Contribute to meaningful work that positively impacts consumers and the environment.