Customer Experience Manager

Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Success.

The Softcat Way.

There's a uniqueness to Softcat – what we do, how we do it and why we do it.

That's because we help customers to use technology to succeed, by putting our employees first.

We give everyone the chance to step up and show how much they can achieve.

We succeed when all our people succeed.

As a Customer Experience Manager, you'll be responsible for:

• Acting as a customer advocate, using customer feedback, operational data and insights to drive meaningful and sustainable improvements
• Managing customer complaints, escalations and business-critical issues through the Softcat Cares framework, ensuring timely resolution and clear communication
• Conducting root cause analysis, coordinate corrective actions and embed lessons learned across the business
• Leading customer-focused continual improvement initiatives, facilitating workshops, journey mapping and cross-functional change programmes
• Translating customer insight and complaint trends into measurable business outcomes, tracking benefits and performance against key objectives
• Supporting the Voice of the Customer programme, championing customer-centric decision making and accountability across Softcat

We'd love you to have

• Passionate about delivering exceptional customer experiences while balancing customer needs and commercial priorities
• Strong analytical and problem-solving skills, with the ability to turn data and insight into meaningful action
• Excellent communication, stakeholder management and influencing skills at all levels of the business
• Self-motivated, adaptable and comfortable leading change in a fast-paced and evolving environment
• Highly organised, detail-oriented and resilient, with the ability to manage competing priorities and complex customer situations

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!