About the organisation
Step into a role with a nationally recognised, reputable organisation that puts customer experience at the heart of everything they do. They're known for delivering service that's seamless, personal, and consistently high quality and they're looking for the right leader to help them keep it that way.
About the role
As the 2IC - Customer Experience Manager, you'll sit at the centre of the CX operation as the direct deputy to the CX Manager and the go-to leader for the entire CX floor on a day-to-day basis. You'll own shift performance, team accountability, customer escalations, and the operational rhythm across all PODs.
This is a genuinely hands-on role - you'll be present on the floor, making real-time calls, coaching leads, resolving escalations, and holding the standard on every shift. When the CX Manager isn't available, the floor is yours - with full decision-making authority across the team.
What you'll be doing
Holding full operational accountability for the CX floor across all shifts, including opening and closing handovers
Leading daily team briefings, shift stand-ups, and end-of-shift debriefs to align priorities and review outcomes
Keeping a close eye on real-time queue health, agent availability, and floor performance across Sales and OPS Admin PODs
Acting as the primary escalation point on shift for complex, sensitive, or high-risk customer interactions
Owning daily attendance, schedule adherence, and productivity tracking across all CX functions
Spotting underperformance early and responding with timely, documented action - whether that's coaching, a performance plan, or escalation
Running regular 1:1 check-ins with function leads across Team Leader, Floor Support, Trainer, C&D;, QA, and Security




Partnering with the QA function to ensure critical coaching is delivered same-day when a compliance or conduct issue arises
Producing clear, accurate daily shift reports covering attendance, performance, escalations, and any notable incidents
Stepping in to represent the CX team in cross-functional meetings whenever the CX Manager is away
What we're looking for
At least 3 years' experience in a CX, contact centre, or customer-facing operations role
1-2 years in a team leader, senior agent, or supervisory position with hands-on people management experience
A proven ability to manage floor performance in real time across multiple teams or workstreams
A strong operational mindset, with a track record of working cross-functionally to address customer pain points
Solid experience with quality monitoring, coaching, and performance management
Strong written and verbal communication skills - comfortable producing shift reports, escalation documentation, and coaching notes
Bonus points if you have
Background in storage, property, SaaS, or other remote-led customer service environments
Familiarity with QA frameworks, call recording platforms, or CRM/ticketing systems
Experience stepping up for a senior leader in a fast-paced, high-volume team
Knowledge of rostering, intraday management, or workforce planning within a contact centre setting
What's in it for you
This role comes with a market-competitive salary package, standard hours of 8:30-4:30 and flexibility around start and finish times. Beyond the perks, you'll be joining an organisation that genuinely lives by its values - family, integrity, and respect aren't just words on a wall here.
Additional information
Hands-on leadership role
CBD Fringe Location
Join a stable and growing National business
#J-*****-Ljbffr

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