Customer Experience Manager

We are seeking an experienced and proactive Customer Experience Delivery Manager to lead the daily operations of our Customer Experience Centre.

Hours: 40 hours per week

Salary: £45,000 per annum

Location: Dunstable

Are you a motivated leader who is passionate about customer experience and committed to fostering a culture of excellence, open communication, and continuous development?

This is a great opportunity for someone with a high level of integrity to develop within Loomis UK - one of the market leaders in our industry. We are an organisation with a strong national presence and are part of the Loomis Group - a worldwide security sector leader.

Who are we?

Loomis UK is a cash handling company, helping manage the public flow of cash in society. From secure money safes to intelligent smart safes, cash in transit and cash processing, Loomis supports businesses throughout the UK with crucial cash and coin collection and delivery services, along with ATM management and replenishment service.

The role

Reporting directly to the Head of Customer Experience, you’ll be empowering frontline team members to deliver consistent, high-quality service. You’ll lead process improvements, champion quality monitoring, and ensure we achieve our internal KPIs.

The successful candidate will be responsible for managing and developing Team Leaders, planning and implementing service initiatives, and ensuring our teams have the skills, tools, and support they need to succeed.

You will lead process improvements, monitor team performance, and work closely with colleagues across the organisation to refine and optimise our CRM systems.

As the key escalation point for customer complaints, you will provide insightful reporting on root causes and work to develop long-term strategies that enhance customer satisfaction and service quality.

About you

You will be an experienced people manager with a background in customer experience or a commercial environment, confident in leading multi-disciplinary and diverse teams. With strong communication, interpersonal and influencing skills, you build effective relationships at all levels and are equally comfortable working independently or as part of a collaborative team.

Highly organised and able to prioritise competing demands, you bring excellent time management skills and a proactive approach to problem-solving. You’ll be IT literate with good working knowledge of Microsoft Office and an up-to-date understanding of customer service best practice, ensuring that your team consistently delivers to the highest standards.

We also have some specific security criteria that you will need to meet:

- You must be able to pass criminal record, personal credit and ID checks

- You must have verifiable 5-year employment/unemployment/educational history

In return we offer the following:

- 5 weeks’ holiday per year (excluding bank holidays)

- Life Assurance

- Employee Assistance Programme (EAP)

- A safe and supportive culture

- MyRewards – over 3000 discounts for everyday life

- Pension scheme

- Cycle to Work scheme

If you have strong leadership skills, a proven track record in customer service management, and a drive to make a real impact, we’d love to hear from you.

We look forward to receiving your application.