Customer Experience Team Manager

CUSTOMER EXPERIENCE TEAM MANAGER

Premier • £Competitive • Office Based - Macclesfield

ROLE OVERVIEW

You will lead, grow and inspire our Customer Experience Team, building a high-performing, service-first function that supports residents, clients and colleagues across the Premier portfolio. Drawing on your background managing customer service, helpdesk or contact centre teams, you will set the standard for how we listen, act and resolve with care.

This is a pivotal and influential role within the Odevo Group. You will shape our customer strategy, design scalable processes, and embed coaching-led leadership to elevate satisfaction, reduce effort and create a culture where people thrive and customers feel truly heard.

ROLE EXPECTATIONS

Most days, you will be on the floor with your team in Macclesfield, coaching, supporting live workloads, reviewing dashboards and removing blockers. You will balance operational planning with hands-on problem solving, while partnering with stakeholders across Operations, IT and Finance to improve tools, processes and reporting. You will lead change with clarity, ensuring your team has what it needs to deliver consistent, high-quality service.

WHAT SUCCESS LOOKS LIKE

Customer satisfaction and first-contact resolution trend upward, while response and resolution times reduce sustainably.

A robust, scalable customer service model is embedded with clear SLAs, workflows and playbooks used consistently across the team.

The team is highly engaged, well-coached and achieving targets, with strong retention and clear development pathways.

Stakeholders trust your insights and see measurable improvements from your initiatives and reporting.

Escalations are rare and well-managed; root causes are identified and fixed through continuous improvement.

Data is accurate, visible and actionable, informing decisions at team, department and group levels.

HOW YOU'LL SPEND MOST OF YOUR TIME

Coaching, 1:1s and side-by-side support to build capability, confidence and consistency.

Workforce planning, scheduling and capacity management to meet SLAs across channels.

Monitoring real-time and weekly dashboards, acting quickly on trends and backlogs.

Handling priority escalations and complex queries, ensuring timely, empathetic resolutions.

Mapping processes, refining knowledge bases and implementing continuous improvements.

Partnering with IT and Operations to enhance systems (telephony, CRM, ticketing) and reporting.

WHO THIS ROLE IS FOR

You are an experienced leader of customer service, helpdesk or contact centre teams who loves building and improving.

You are a hands-on coach who sets clear standards, gives great feedback and celebrates progress.

You are data-led, commercially aware and comfortable making decisions that balance service and efficiency.

You stay calm under pressure, communicate with empathy and adapt quickly to change.

You thrive in an office-based, collaborative environment and enjoy being close to your team and customers.

EXPERIENCE THAT HELPS

Standing up or scaling a multi-channel service operation (phone, email, portal, live chat).

Implementing or optimising telephony, CRM or ticketing platforms and related reporting.

Designing quality assurance frameworks, knowledge bases and training programmes.

Leading change projects that improved CSAT/NPS, reduced backlogs or simplified processes.

Experience within property management or another regulated, service-led environment.

WHAT WE OFFER

Competitive salary, aligned to experience

Annual salary review

25 days holiday + bank holidays

Birthday leave

Buy and sell annual leave (up to one week)

Westfield Health cash plan + Westfield Rewards perks platform

Fully funded learning and development

Support for professional qualifications including TPI, RICS and more

Company pension scheme

Car allowance for eligible roles

Employee referral scheme

Enhanced maternity and paternity pay (service-dependent)

Volunteer leave

ABOUT PREMIER

Premier is a leading residential property management company with a strong national presence across England and Wales. We manage a diverse portfolio of developments, from landmark city centre apartment blocks and luxury residences to new build estates, historic listed conversions, and sustainable communities.

As part of the Odevo Group, we combine the expertise and relationships of a trusted operator with the strength, technology and ambition of an international leader in property management. That means better tools, more opportunities, and a clear path for our people to grow.

We are proud members of The Property Institute (TPI) and The Property Ombudsman. Our vision is to be the trusted partner in property management, placing people at the heart of what we do, delivering service excellence through innovation, integrity, and genuine care.

If you are looking for a role where you will be trusted, supported and developed, within a business that is ambitious, values led, and genuinely invested in its people, Premier is a great place to build a long term career.

HOW WE HIRE

Initial conversation with our talent team

Interview focused on your experience building customer service/contact centre functions, your people leadership and coaching approach, and how you drive measurable service improvements

We aim to complete the process within two to three weeks and communicate clearly throughout.

INTERESTED?

Apply with your CV.

All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.