Customer Experience Manager

Customer Experience Manager

Salary - £32,000

Role is available in both our Manchester and Macclesfield option + hybrid working

Why Zuto?

Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.

Our journey began in 2006, and we're thrilled to have achieved significant milestones along the way. However, we're not resting just yet. We're continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.

Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on.

We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story.

From our very beginnings, we have always known that we were creating something special at Zuto; redefining what success looks like and leaving a legacy that we could all be proud of.

Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.

Benefits of being a Customer Experience Manager at Zuto:

• 28 days holiday including bank holidays
• Additional days off for your birthday and charity days
• Training and development with career progression opportunities
• Internal reward and cashback schemes
• Award dinners, social events, and team nights out to celebrate success
• Income protection and financial advice

What does a day to day look like as a Customer Experience Manager at Zuto?

• Oversee the daily operations of the Customer Experience team at Zuto, ensuring KPIs and SLAs are met, with the customer at the core of every decision.
• Continuously review and refine processes, efficiencies, and ways of working to drive constant improvement.
• Provide regular reports to the Management Team on KPIs and team performance.
• Conduct regular 1:1s, team meetings, and catch-ups to maintain alignment and support team growth whilst setting personal daily targets aligned with monthly goals for consistent achievement.
• Lead ongoing training, coaching, and development for Customer Experience Executives, supporting their career progression.
• Identify training needs, process improvements, and feedback trends, collaborating with the Contact Centre Quality Manager to share insights with the wider business.
• Adhere to FCA guidelines, ensuring all work is compliant and aligned with regulatory standards.

Requirements of a Customer Experience Manager at Zuto:

• Experience in busy contact centre environments – ideally in an FCA regulated business.
• Minimum 1 year team manager experience.
• Genuine drive to enhance team and individual performance.
• Strong interpersonal skills with the ability to provide clear, constructive feedback, alongside experience in effective coaching and training.
• Exceptional attention to detail to ensure accuracy and quality in all tasks.
• Effective communicator with the ability to manage multiple stakeholders efficiently and effectively.