# Customer Experience Manager **Company:** [Phoenix Software](http://jobs.workable.com/companies/maWVgZX9ZBBeZCgrvwEayh.md) **Location:** Pocklington, United Kingdom **Workplace:** hybrid **Employment type:** Full-time **Department:** Service Desk [Apply for this job](http://jobs.workable.com/view/012e3ce9-43b8-455f-9324-7ddb88a2c21c) ## Description **Overview of the role**  Phoenix is a leading UK IT solutions and managed service provider, with a deep specialism in the public sector. We work with organisations across government, healthcare, defence, public safety, education, housing, and the charity sector - helping them modernise with confidence across cloud, data and AI, cyber security, and managed services.  Through strategic partnerships with the world's leading technology providers - and a trusted place on the major public sector frameworks - our work has a direct impact on the services that millions of people rely on every day.  Due to continued growth, we are hiring a new Customer Experience Manager to lead a team of Customer Success Managers and Service Delivery Managers, ensuring services are delivered in line with contractual commitments, driving continual service improvement, and maintaining strong relationships with customer stakeholders.    **What will you be doing?**  - Team Leadership: Lead a team of Customer Success Managers and Service Delivery Managers, building a cohesive, motivated team focused on collaboration and effective service delivery.   - Escalation Management: Act as the primary escalated point of contact, Both resolving issues individually or supporting CSMs to find a resolution quickly and maintaining customer confidence.   - Service Reviews: Lead regular service reviews and reporting, covering performance, incidents, problems, risks, and improvement plans.   - Status Reporting: Document and report customer health and service status.   - Prioritisation: Focus the team on what is most critical and leveraging resource to meet SLAs and KPIs.   - Stakeholder Management: Build strong working relationships with customer stakeholders, acting as a trusted advisor and senior escalation point.   - Continual Service Improvement: Drive service improvement initiatives, working with internal teams to enhance service quality and efficiency.   - Cross-Team Coordination: Work closely with IT Services, Sales and Professional services to coordinate service delivery across multiple workstreams.   - Technology Awareness: Maintain a working understanding of the company's services and technologies to support informed customer conversations.   - Onboarding – Manage and lead the onboarding of customers providing a great customer experience.  **Why should you apply?**  At Phoenix, our ambition is to be the UK's leading IT solutions and managed service provider - and we know that only happens because of our people. Culture isn't an afterthought here; it's the thing we work hardest on.  We're proud to be certified as a Great Place to Work®, and to be recognised on their UK Best Workplaces lists for Women, Wellbeing, and Development. These aren't badges we chase - they're the result of how we genuinely choose to treat each other, and how seriously we take our colleagues' careers, health, and lives outside of work.  When you join Phoenix, you can expect:  - A culture built on trust and belonging: set out clearly in our Culture Blueprint, lived day-to-day, and reflected in our consistently strong colleague feedback.  - Real investment in your development: structured learning pathways, funded industry certifications, mentoring, and the encouragement to stretch into new areas.  - A workplace that takes wellbeing seriously: from mental health support and flexible working to active employee networks and a leadership team that listens.  - A commitment to equity and inclusion: where we actively work to make Phoenix a brilliant place to build a career, whoever you are.  - Work that matters: supporting the public sector organisations that keep the UK running, from government and healthcare to defence, public safety, education, housing, and the charities serving the most vulnerable in our communities.  - Working with the best of the industry: alongside genuine experts, and with strategic partnerships across the world's leading technology providers, you'll be at the front of the conversations shaping how UK public services modernise.  We believe in encouraging, supporting, and skilling our people up so that you can be the very best you can be at work - and we'd love you to consider being part of it.  Take a look at our [Culture Blueprint](https://www.phoenixs.co.uk/wp-content/uploads/2024/09/The-Phoenix-Software-Culture-Blueprint-External.pdf) to get a real sense of who we are.  **What are we looking for?**  The right person for this role will have a background within an MSP, IT services or technology solutions environment, with experience in Customer Success, Technical Account Management or Service Delivery. They will be a confident people leader with strong commercial awareness, Public Sector experience, and the ability to build trusted customer relationships, manage escalations, drive continual service improvement, and lead teams to consistently deliver exceptional customer outcomes.  **Key Skills & Experience:**  - Significant experience within a technical, IT services or MSP environment in Customer Success, Technical Account Management or Service Delivery roles.  - Previous people management experience, with a track record of developing high-performing teams.  - Experience leading customer-facing teams in a service delivery or customer success function.  - Strong commercial awareness and understanding of customer success drivers.  - Knowledge of the Public Sector and its unique service requirements.  - Experience managing customer relationships and acting as a trusted advisor to key stakeholders.  - Strong understanding of service reporting, performance metrics, service reviews and renewals.  - Experience managing major incidents and customer escalations.  - Ability to prioritise effectively and lead teams through competing demands.  - Experience driving continual service improvement initiatives across cross-functional teams.  - Strong communication and stakeholder management skills.  - Experience coordinating internal teams, third parties and multiple concurrent customer workstreams.  **Practical stuff**  Where is the role based?  Primary location is our HQ in Pocklington (YO42)  with 2 days per week in the office  How many interviews?  Following a screen with the Recruitment Team you can expect a two-stage interview process, one online and one in-person.  What are the benefits?  You can read about the benefits on offer [here](https://www.phoenixs.co.uk/about-us/careers/#EmployeeBenefits) 😊  **\*Important\* BPSS Check**  As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a [Baseline Personal Security Standard (BPSS)](https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check  _**Have you made it this far?**_  _If you’re still reading, we think there’s a strong chance you might be our kind of person._   _Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself.    We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be._