Customer Experience Manager

Job Title Customer Experience Manager
Closing January 30th, 2020
Location UK

We are currently recruiting for a Customer Experience Manager to join the Customer Experience department based at our Boston site. This is an exciting opportunity for a candidate looking to develop their career and join a progressive business.


Key Areas of Responsibility:

  • You will be expected to manage and develop the Customer Experience team on a day to day basis, ensuring all set objectives and KPI’s are achieved
  • To follow up and ‘challenge’ corrective actions with relevant department heads on critical customer complaints to ensure corrective measures are sufficient
  • To ensure customer complaints are investigated, controlled categorised in a timely manner, and then relevant departments offer corrective action feedback
  • To analyse DMS complaint data and liaise with Line Manager on problematic areas
  • Work with the QA/ Technical team to identify problematic areas in the process to offer preventive and corrective actions
  • To proactively liaise with all departments to ensure each complaint is investigated correctly and all corrective action suitable
  • To ensure collections are arranged in a timely manner, inspected, categorised and logged back into the business on a daily basis
  • To create customer reports which will clearly explain Coveris findings and corrective actions
  • To demonstrate an active engagement with constantly looking for ways to improve the process to drive commercial benefit
  • Manage all credits requiring approval for Labels and Board
  • Compile Monthly data for the QA report and any other reports requested to support the Line Manager
  • To support the Customer Experience team with the PDCA information supplied from the sites to ensure robust CAPA provided


Key Requirements:

  • Excellent communicator - written and verbal
  • Great attention to detail, organised and calm under pressure
  • Excellent project management skills
  • Friendly, approachable and flexible – a team player
  • Proactive, positive and enthusiastic – demonstrates a ‘can do’ attitude
  • Professional and impartial
  • Confident decision maker
  • Leads by example, able to motivate and influence others, but also an effective delegator
  • Dynamic and willing to increase knowledge of the Customer Care Team Leader Role and the business in general
  • Travel will be required therefore current, clean driving licence an advantage




This is an excellent opportunity to join a progressive business who invest in people. Should you feel that your skills and experience match the specification, please forward your covering letter and CV along with your salary expectations to our team.

Due to the volume of applications we receive, unfortunately we are unable to provide individual feedback. If you have not heard from us within 7 days after the closing date, then please assume that your application has not been successful.

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