Customer Experience manager -Insurance

Customer Experience Manager£48,000 + Up to 15% Bonus | Hybrid Working | Exceptional CultureAre you passionate about delivering outstanding customer experiences and looking for an opportunity where you can genuinely make an impact?Our client is an award-winning, growing insurance business looking to appoint a Customer Experience Manager into a newly created role. This is a fantastic opportunity for someone who enjoys improving customer journeys, leading people, resolving complex customer issues, and shaping best-in-class customer service standards.Why Join?Award-winning employer with a 94% employee engagement scoreFlexible hybrid working, typically only 2-4 office visits per monthUp to 15% bonus potentialGenuine career progression opportunities as the business growsCollaborative, friendly and highly social cultureRegular team events, away days, connect meetings and an excellent Christmas partyThe RoleReporting into senior leadership, you will take ownership of the customer experience and complaints function, ensuring customers receive an outstanding service at every stage of their journey.Key responsibilities include:Managing the end-to-end complaints processInvestigating and resolving complex and escalated complaintsHandling Financial Ombudsman Service referralsReviewing customer journeys and identifying service improvementsProducing reports and analysing complaints and customer dataMonitoring and managing online reviews, including Trustpilot and Google ReviewsCoaching, mentoring and developing team membersManaging approximately two direct reportsWorking closely with stakeholders across multiple departments to drive continuous improvementAbout YouWe are looking for someone who can bring energy, positivity and strong leadership skills to this growing business.You will ideally have:Previous experience in a Customer Experience, Customer Service Management or Complaints Management roleStrong people management, coaching and mentoring skillsExcellent communication and stakeholder management abilitiesExperience reviewing cases, identifying trends and implementing improvementsA customer-centric mindset with a passion for enhancing service deliveryThe confidence to manage escalated complaints and influence changeExperience within insurance, particularly travel insurance, would be highly desirable, however applicants from other sectors with a strong customer experience background will also be considered.The PersonThe business is focused on finding the right cultural fit as much as the right skill set. They are looking for someone who is:Dynamic and enthusiasticPositive and solutions-focusedAdaptable and comfortable working within a growing organisationCollaborative and personableHard-working with a genuine desire to make a differenceThis is an exciting opportunity to join a business that truly values its people and offers the chance to help shape the future customer experience strategy of a growing organisation.Morgan Spencer – Your Career, Our ExpertiseWe are proud to be one of London’s leading Executive Secretarial & Business Services recruitment consultancies, connecting exceptional talent with outstanding opportunities.Equal Opportunities:Morgan Spencer is committed to equality, diversity, and inclusion. We welcome applications from all suitably qualified candidates regardless of background, identity, or circumstance.Confidentiality & GDPR:All applications are handled with the strictest confidentiality and processed in accordance with UK GDPR and data protection legislation. Your personal information will only be used for recruitment purposes and will never be shared without your consent.Morgan Spencer Limited, registered in England & Wales No: 4254114