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Customer Experience Manager - Longtown
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Join Wm Armstrong and Lead Our Customer Experience Team

At Wm Armstrong, we pride ourselves on delivering exceptional service to our customers. We are looking for an experienced and motivated Customer Experience Manager to lead our Customer Experience team, ensuring every customer interaction reflects our commitment to service excellence.

 

This is a fantastic opportunity for a customer-focused leader who thrives in a fast-paced environment, enjoys solving complex customer issues, and is passionate about developing high-performing teams.

 

About the Role

Reporting to the Head of Customer Experience and Sales, you will be responsible for leading and developing the Customer Experience team while maintaining high service standards across all customer touchpoints.

 

You will oversee customer enquiries, complaints and escalations, monitor team performance against service targets, and work collaboratively across the business to deliver outstanding customer outcomes.

 

This is a hands-on leadership role, combining day-to-day operational management with strategic improvements to customer service delivery.

 

Key Responsibilities

Leadership & Team Development

  • Lead, coach and support the Customer Experience team.

  • Conduct regular one-to-ones, team meetings and performance reviews.

  • Manage workloads and ensure SLA targets are achieved.

  • Identify training and development opportunities.

  • Create a positive, accountable and customer-focused culture.

Customer Service Excellence

  • Act as a key point of contact for customer enquiries and escalations.

  • Take ownership of complaints through to successful resolution.

  • Drive first-contact resolution wherever possible.

  • Ensure all customer interactions are handled professionally and efficiently.

  • Maintain accurate records of all customer communications.

Performance & Reporting

  • Monitor and report on customer service KPIs, SLAs and customer satisfaction measures.

  • Analyse trends and identify opportunities for continuous improvement.

  • Produce customer reports and management information as required.

  • Escalate risks, concerns and performance issues where appropriate.

Cross-Functional Collaboration

  • Work closely with Sales, Operations, Accounts and other internal teams.

  • Ensure effective communication and coordination on customer-related matters.

  • Support business-wide improvements that enhance the customer experience.

 

About You

We are looking for someone who can balance strong leadership with a hands-on approach to customer service.

 

Essential Skills & Experience

  • Previous experience managing a customer service or customer experience team.

  • Proven ability to handle complaints and service escalations effectively.

  • Excellent communication skills, both written and verbal.

  • Strong leadership, coaching and people management skills.

  • Experience using CRM or ticketing systems.

  • Proficient in Microsoft Office, including Outlook and Excel.

  • Strong analytical and problem-solving abilities.

  • Ability to work under pressure and manage competing priorities.

Desirable

  • Experience within the transport, logistics or haulage industry.

  • Knowledge of continuous improvement methodologies.

  • Customer Service qualification (NVQ or equivalent).

Qualifications

  • GCSE (or equivalent) Maths and English.

  • Further education qualifications desirable.

 

Why Join Wm Armstrong?

  • Opportunity to lead and shape a customer-focused team.

  • Key role within a well-established and respected business.

  • Collaborative and supportive working environment.

  • Opportunity to influence service improvements and business performance.

  • Ongoing development and career progression opportunities.

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​Apply Today
If you're an experienced customer service leader who is passionate about delivering excellent customer experiences and developing high-performing teams, we'd love to hear from you.

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If you are interested in this exciting opportunity, please visit our Indeed page Customer Experience Manager - Longtown and click the Apply Button now, or alternatively send your CV to recruitment@warmstrong.co.uk

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As part of our commitment to safety and wellbeing, applicants will be asked to complete a routine drug and alcohol test during the recruitment process.

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If you have not received a response from us within four weeks of submitting your application to us, please consider your application unsuccessful on this occasion as unfortunately, we are not able to respond to all candidate applications as we would wish. We reserve the right to close vacancies at any time once we have received sufficient applications, we advise you to submit your application as early as possible to avoid disappointment.

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