Customer Experience Lead

Aqua Cure Group, a leading company in the Water Treatment industry, is seeking a dedicated and customer-oriented individual to join their team as a Customer Experience Lead. In this role, you will be responsible for helping Aqua Cure deliver a consistently excellent customer experience across the end-to-end customer journey. Working closely with the Customer Experience Manager and wider business, the role combines day-to-day team leadership with ownership of customer insight, service quality and continuous improvement.

The postholder will support and develop the Customer Experience team, maintain strong operational standards, act as an advocate for the customer and turn feedback and performance data into practical improvements. They will play a key role in ensuring customer issues are resolved effectively, recurring pain points are addressed at root cause and customer-focused ways of working are embedded across Aqua Cure.

OTE - £36,500

Core Role & Responsibilities

• Lead, support and motivate Customer Experience colleagues, creating a positive, accountable and customer-first team culture.
• Support the effective day-to-day delivery of Customer Experience activity, ensuring customer queries, cases and workloads are managed efficiently and to agreed service standards.
• Act as an escalation point for complex for sensitive customer issues, ensuring clear ownership, appropriate communication and timely resolution.
• Promote a first contact resolution approach, ensuring customers receive accurate information, realistic expectations and effective ownership.
• Support and develop Aqua Cure's Voice of the Customer programme, ensuring feedback is captured, understood and translated into action.
• Take an active role in NPS and other customer measures, including reviewing scores and verbatim feedback, identifying trends and coordinating appropriate follow-up.
• Drive effective closed-loop activity so that customer feedback leads to timely recovery actions and wider organisational learning.
• Bring together insight from surveys, complaints, reviews, customer contacts and operational data to identify recurring themes, friction points and opportunities.
• Review the end-to-end customer journey and key touchpoints to identify where customer expectations, processes or communications can be improved.
• Promote accurate CRM/ERP data and high-quality case notes so customer history, actions and outcomes are visible and reliable.
• Build strong working relationships across Sales, Supply Chain, Finance, Technical, Warehouse, Marketing and other teams to improve end-to-end customer outcomes.
• Work collaboratively with stakeholders to resolve barriers, improve handovers and ensure ownership is clear across departmental boundaries.
• Support new products, services, system changes and process changes by considering customer impact and ensuring Customer Experience colleagues are prepared.
• Communicate customer themes and service priorities clearly, helping the wider business understand how its decisions affect the customer experience.
• Contribute to the development and reporting of meaningful CX measures and dashboards, including NPS, CSAT, customer effort, service levels, quality, resolution and complaint trends where applicable.

Requirements

• Proven experience in a customer experience, customer service or customer operations environment, with experience of leading or developing others.
• Strong customer-first mindset with the judgement and confidence to resolve challenging situations in a clear, empathetic and professional manner.
• Strong analytical and problem-solving skills, with the ability to turn customer feedback and operational data into practical actions.
• Excellent written and verbal communication skills, with the ability to adapt messages for customers, colleagues and senior stakeholders.
• Strong organisation and prioritisation skills, with the ability to manage competing demands in a fast-paced environment.
• Ability to build effective cross-functional relationships and influence improvements outside the immediate team.
• High attention to detail, accuracy and ownership.
• Confident using CRM/ERP systems and Microsoft Office applications.
• Commercial awareness and an understanding of how customer experience supports retention, loyalty, efficiency and sustainable business performance.

Benefits

• 23 Days Holiday plus Bank Holidays
• Employee Discount/Perk Platform
• Free onsite parking
• Monday to Friday working pattern
• 24 hours access to Employee Assistance Programme + Volunteering Day + Long Service Awards
• Company Pension Scheme
• Regular Social Events
• Generous Culligan Group Product Discounts