Are you an experienced Customer Service or Customer Success Manager with strong hands-on expertise in Zendesk?
I’m working exclusively on behalf of a well-established, fast-growing organisation seeking a confident and capable Customer Experience Manager to lead their support function during a 12-month maternity cover. This is a fantastic opportunity for someone who thrives in a structured, KPI-driven environment and enjoys improving systems, processes, and team performance.
This is a full-time, office-based role, with an ideal start within the next 4–6 weeks to allow for a detailed and structured handover.
The Role
You will take full ownership of the customer support function, overseeing day-to-day operations while driving continuous improvement through Zendesk reporting and analytics.
Key responsibilities include:
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Leading and overseeing the Customer Service team to ensure KPI and SLA targets are consistently achieved
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Monitoring and analysing performance using Zendesk reporting tools (response times, resolution times, CSAT, etc.)
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Managing and optimising Zendesk workflows and automations
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Troubleshooting Zendesk-related issues and liaising with technical support when required
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Handling complex or escalated customer issues with professionalism and commercial awareness
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Producing performance reports and insights for senior leadership
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Using Zendesk analytics to recommend and implement service improvements
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Ensuring clear, compliant communication aligned to SOPs and regulatory standards
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Maintaining accurate documentation and data privacy compliance
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Exploring system integrations to enhance the overall customer journey
About You
To be considered, you must have:
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Proven experience managing or supervising a Customer Service / Success / Experience team
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Strong, hands-on knowledge of Zendesk (reporting, workflows, analytics essential)
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Experience managing KPIs, SLAs and performance metrics
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Confidence handling escalated customer complaints and complex queries
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Excellent written and verbal communication skills
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A data-led mindset with the ability to turn reporting into actionable improvements
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Strong organisational skills and attention to compliance and documentation
What’s in It for You?
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Competitive salary of £32,000–£35,000
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Opportunity to lead and shape an established support function
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Autonomy and visibility with senior leadership
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Structured handover and clear expectations
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A stable 12-month contract within a supportive, professional environment
If you’re a Zendesk-savvy Customer Experience leader looking for your next contract opportunity and can commit to a full-time, office-based role, I’d love to hear from you.
Apply today with your CV for a confidential discussion