Customer Experience Manager

Zellis • Permanent • Peterborough, Peterborough, England, United Kingdom • 23h ago

Help shape exceptional customer experiences that build trust and drive continuous improvement

We are looking for a Customer Experience Manager to join our team, supporting the delivery of a consistent, high-quality customer journey across all channels.

This is a pivotal role responsible for combining hands-on customer support, insight-driven analysis, and operational improvement to enhance the overall customer experience. You will work closely with the Head of Customer Experience and cross-functional teams to resolve complex issues, identify root causes, and implement meaningful improvements.

This is a hybrid role with an expectation to be in the office one day each week across any of our offices. Our offices are based in Peterborough, Watford, Bristol or Birmingham. Travel to other Zellis offices will also be required as part of the role.

What you’ll be doing

In this role, you will:

Manage complex or high-sensitivity customer cases, ensuring effective and empathetic resolution
Analyse customer feedback and behavioural data to identify trends and opportunities for improvement
Support the optimisation of customer journeys, reducing friction and improving satisfaction
Contribute to process improvements, maintaining high-quality documentation, playbooks and knowledge base content
Generate insights through data analysis, supporting reporting and decision-making
Collaborate with Support, Product, Implementations & Commercial teams to resolve issues and enhance customer outcomes
Support the adoption of automation and AI tools to improve efficiency and reduce customer effort.

Skills & Experience

We’re seeking a customer-focused professional who combines strong analytical capability with a passion for improving customer outcomes.

You’ll ideally bring:

Confidence & gravitas when communicating with internal and external stakeholders at all levels, to report findings, suggest improvements as well as ensuring accountability cross functionally.
Confidence to communicate openly & honestly with customers, whilst also maintaining a level of confidentiality
Ability to navigate ambuiguity
Experience handling complex customer enquiries or escalations
Ability to analyse customer data and translate insights into actionable improvements
A structured, process-driven mindset with a focus on continuous improvement
Confidence working with performance metrics and reporting data such as NPS (Net Promoter Score)

Benefits & Culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

Unstoppable together.
Always learning.
Make it count.
Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

A competitive base salary.
25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
Private medical insurance.
Life assurance 4x salary.
Enhanced pension scheme with company contributions up to 8.5%.
A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

Our Recruitment Process

We want to ensure you have a great candidate experience, and be as transparent as possible about what to expect:

Recruiter Shortlist - Our team will review your application against the role requirements to identify candidates to progress.

Recruiter Screening (30 Minutes) - All shortlisted candidates will then be contacted for an initial conversation with our recruitment team to discuss your experience, motivations and answer any questions about the role.

Virtual Interview - (30 Minutes) - A short call with the hiring team to explore your background in more depth and give you a clearer picture of the team and role.

On-Site Assessment (2 hours, Peterborough office) - A final in person stage including: A competency based interview, exploring your past experience & skills and a scenario based interview, assessing how you'd approach real situations relevant to the role.

We aim to keep you updated at each stage and will let you know outcomes as promptly as possible.

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