About Company
Checkatrade is the UK’s leading online directory for vetted and reviewed tradespeople. Founded on trust and transparency, we connect millions of homeowners with reliable professionals every year, ensuring peace of mind and quality service. Our mission is to raise standards in the trades industry, providing a reliable platform for both customers seeking skilled professionals and tradespeople looking to grow their businesses based on reputation. We are a dynamic, fast-growing company driven by innovation, a passion for delivering exceptional customer satisfaction, and a commitment to continuous improvement. We foster a collaborative, supportive, and inclusive culture where every team member is valued and empowered to make a significant impact. We believe that happy, engaged employees are the cornerstone of outstanding customer experiences. Join us and be part of a team that’s revolutionising the home services sector and making a real difference to communities across the UK.
Job Description
Are you a visionary leader with an unwavering passion for delivering exceptional customer journeys? Do you thrive in a remote work environment, adept at motivating, coaching, and guiding a dispersed team to achieve stellar results? Checkatrade is seeking an experienced and dedicated Customer Experience Manager to lead our remote CX team. In this pivotal role, you will be instrumental in shaping and enhancing the end-to-end customer experience for both homeowners and tradespeople engaging with our platform. You will be responsible for developing and implementing innovative CX strategies that align seamlessly with our company vision and growth objectives. Leveraging sophisticated data insights and analytics, you will proactively identify areas for improvement, pinpoint pain points, and champion initiatives that drive customer satisfaction and loyalty. Furthermore, you will be tasked with fostering a pervasive culture of customer-centricity across your team and contributing to the wider organisation. This role demands a highly proactive and strategic individual who can not only manage daily operational excellence but also think ahead to anticipate future customer needs and technological advancements. You will empower your team through effective coaching, comprehensive training programs, and robust performance management frameworks, ensuring they have the tools, knowledge, and support needed to provide outstanding service consistently. Your strategic vision and operational execution will directly contribute to elevated customer satisfaction, enhanced loyalty, and the sustainable growth of Checkatrade. If you possess a strong analytical mind, exceptional communication and interpersonal skills, and a proven track record in remote team leadership within a fast-paced digital environment, we invite you to join our innovative team and help us define the future of customer experience in the home services industry. This is an exciting opportunity to make a significant impact within a market-leading brand, from the comfort of your home office, while being seamlessly connected to our vibrant Portsmouth-based company culture.
Key Responsibilities
- Lead, mentor, and develop a high-performing remote Customer Experience team, fostering a positive and collaborative work environment.
- Develop and implement strategic customer experience initiatives aligned with company goals, focusing on continuous improvement.
- Analyse customer feedback, journey maps, and operational data to identify trends, pain points, and opportunities for service enhancement.
- Oversee the development and execution of CX metrics, reporting on key performance indicators (KPIs) to senior management.
- Collaborate cross-functionally with product, marketing, and technology teams to ensure a consistent and superior customer experience across all touchpoints.
- Design and deliver comprehensive training programs to equip the remote team with the skills and knowledge required for excellent service delivery.
- Manage and optimise customer support tools and technologies to improve efficiency and effectiveness of the CX operations.
- Champion a customer-centric culture within the team and across the organisation.
- Handle complex customer escalations and provide expert guidance to the team on resolving challenging issues.
- Stay abreast of industry best practices, emerging technologies, and customer experience trends to drive innovation.
Required Skills
- Proven experience (minimum 4 years) in a Customer Experience or Customer Service leadership role, with at least 2 years managing remote teams.
- Exceptional leadership and team management skills, with the ability to motivate and empower a dispersed workforce.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent verbal and written communication skills, essential for a remote leadership position.
- Proficiency with CRM systems (e.g., Salesforce, Zendesk) and CX analytics tools.
- Demonstrated ability to develop and implement customer experience strategies.
- High level of empathy and a deep understanding of customer psychology.
- Adaptability and resilience in a fast-paced, evolving digital environment.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Certification in Customer Experience Management (e.g., CCXP).
- Experience within a marketplace, online service, or technology-driven company.
- Familiarity with agile methodologies.
- Proven track record of driving significant improvements in CSAT/NPS scores.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme.
- Private medical insurance.
- 25 days annual leave plus bank holidays, with an option to buy/sell days.
- Flexible remote working model.
- Dedicated budget for home office setup.
- Continuous professional development and training opportunities.
- Access to a comprehensive well-being programme.
- Company-wide social events and team building activities (virtual and in-person).
How to Apply
Ready to lead the future of customer experience with Checkatrade? We encourage all qualified applicants to click on the link below to apply for this exciting opportunity. Please submit your CV and a cover letter outlining your experience and why you are the ideal candidate for this role. We look forward to hearing from you!