Customer Experience Lead

Aqua Cure Group, a leading company in the Water Treatment industry, is seeking a dedicated and customer-oriented individual to join their team as a Customer Experience Lead. In this role, you will be responsible for helping Aqua Cure deliver a consistently excellent customer experience across the end-to-end customer journey. Working closely with the Customer Experience Manager and wider business, the role combines day-to-day team leadership with ownership of customer insight, service quality and continuous improvement.The postholder will support and develop the Customer Experience team, maintain strong operational standards, act as an advocate for the customer and turn feedback and performance data into practical improvements. They will play a key role in ensuring customer issues are resolved effectively, recurring pain points are addressed at root cause and customer-focused ways of working are embedded across Aqua Cure.OTE - £36,500Core Role & ResponsibilitiesLead, support and motivate Customer Experience colleagues, creating a positive, accountable and customer-first team cultureSupport the effective day-to-day delivery of Customer Experience activity, ensuring customer queries, cases and workloads are managed efficiently and to agreed service standardsAct as an escalation point for complex for sensitive customer issues, ensuring clear ownership, appropriate communication and timely resolutionPromote a first contact resolution approach, ensuring customers receive accurate information, realistic expectations and effective ownershipSupport and develop Aqua Cure's Voice of the Customer programme, ensuring feedback is captured, understood and translated into actionTake an active role in NPS and other customer measures, including reviewing scores and verbatim feedback, identifying trends and coordinating appropriate follow-upDrive effective closed-loop activity so that customer feedback leads to timely recovery actions and wider organisational learningBring together insight from surveys, complaints, reviews, customer contacts and operational data to identify recurring themes, friction points and opportunitiesReview the end-to-end customer journey and key touchpoints to identify where customer expectations, processes or communications can be improvedPromote accurate CRM/ERP data and high-quality case notes so customer history, actions and outcomes are visible and reliableBuild strong working relationships across Sales, Supply Chain, Finance, Technical, Warehouse, Marketing and other teams to improve end-to-end customer outcomesWork collaboratively with stakeholders to resolve barriers, improve handovers and ensure ownership is clear across departmental boundariesSupport new products, services, system changes and process changes by considering customer impact and ensuring Customer Experience colleagues are preparedCommunicate customer themes and service priorities clearly, helping the wider business understand how its decisions affect the customer experienceContribute to the development and reporting of meaningful CX measures and dashboards, including NPS, CSAT, customer effort, service levels, quality, resolution and complaint trends where applicableRequirementsProven experience in a customer experience, customer service or customer operations environment, with experience of leading or developing othersStrong customer-first mindset with the judgement and confidence to resolve challenging situations in a clear, empathetic and professional mannerStrong analytical and problem-solving skills, with the ability to turn customer feedback and operational data into practical actionsExcellent written and verbal communication skills, with the ability to adapt messages for customers, colleagues and senior stakeholdersStrong organisation and prioritisation skills, with the ability to manage competing demands in a fast-paced environmentAbility to build effective cross-functional relationships and influence improvements outside the immediate teamHigh attention to detail, accuracy and ownershipConfident using CRM/ERP systems and Microsoft Office applicationsCommercial awareness and an understanding of how customer experience supports retention, loyalty, efficiency and sustainable business performanceBenefits23 Days Holiday plus Bank Holidays Employee Discount/Perk PlatformFree onsite parkingMonday to Friday working pattern 24 hours access to Employee Assistance Programme + Volunteering Day + Long Service AwardsCompany Pension SchemeRegular Social EventsGenerous Culligan Group Product Discounts