Customer Experience Manager

12-Month FTC (Maternity Cover) £32,000 – £35,000 | Full-Time | Office-Based Are you an experienced Customer Service or Customer Success Manager with strong hands-on expertise in Zendesk? I’m working exclusively on behalf of a well-established, fast-growing organisation seeking a confident and capable Customer Experience Manager to lead their support function during a 12-month maternity cover. This is a fantastic opportunity for someone who thrives in a structured, KPI-driven environment and enjoys improving systems, processes, and team performance. This is a full-time, office-based role, with an ideal start within the next 4–6 weeks to allow for a detailed and structured handover. The Role You will take full ownership of the customer support function, overseeing day-to-day operations while driving continuous improvement through Zendesk reporting and analytics. Key responsibilities include: * Leading and overseeing the Customer Service team to ensure KPI and SLA targets are consistently achieved * Monitoring and analysing performance using Zendesk reporting tools (response times, resolution times, CSAT, etc.) * Managing and optimising Zendesk workflows and automations * Troubleshooting Zendesk-related issues and liaising with technical support when required * Handling complex or escalated customer issues with professionalism and commercial awareness * Producing performance reports and insights for senior leadership * Using Zendesk analytics to recommend and implement service improvements * Ensuring clear, compliant communication aligned to SOPs and regulatory standards * Maintaining accurate documentation and data privacy compliance * Exploring system integrations to enhance the overall customer journey About You To be considered, you must have: * Proven experience managing or supervising a Customer Service / Success / Experience team * Strong, hands-on knowledge of Zendesk (reporting, workflows, analytics essential) * Experience managing KPIs, SLAs and performance metrics * Confidence handling escalated customer complaints and complex queries * Excellent written and verbal communication skills * A data-led mindset with the ability to turn reporting into actionable improvements * Strong organisational skills and attention to compliance and documentation What’s in It for You? * Competitive salary of £32,000–£35,000 * Opportunity to lead and shape an established support function * Autonomy and visibility with senior leadership * Structured handover and clear expectations * A stable 12-month contract within a supportive, professional environment If you’re a Zendesk-savvy Customer Experience leader looking for your next contract opportunity and can commit to a full-time, office-based role, I’d love to hear from you. Apply today with your CV for a confidential discussion