Job Opportunities API

Overview of the role  Phoenix is a leading UK IT solutions and managed service provider, with a deep specialism in the public sector. We work with organisations across government, healthcare, defence, public safety, education, housing, and the charity sector - helping them modernise with confidence across cloud, data and AI, cyber security, and managed services.  Through strategic partnerships with the world's leading technology providers - and a trusted place on the major public sector frameworks - our work has a direct impact on the services that millions of people rely on every day.  Due to continued growth, we are hiring a new Customer Experience Manager to lead a team of Customer Success Managers and Service Delivery Managers, ensuring services are delivered in line with contractual commitments, driving continual service improvement, and maintaining strong relationships with customer stakeholders.      What will you be doing?  Team Leadership: Lead a team of Customer Success Managers and Service Delivery Managers, building a cohesive, motivated team focused on collaboration and effective service delivery.   Escalation Management: Act as the primary escalated point of contact, Both resolving issues individually or supporting CSMs to find a resolution quickly and maintaining customer confidence.   Service Reviews: Lead regular service reviews and reporting, covering performance, incidents, problems, risks, and improvement plans.   Status Reporting: Document and report customer health and service status.   Prioritisation: Focus the team on what is most critical and leveraging resource to meet SLAs and KPIs.   Stakeholder Management: Build strong working relationships with customer stakeholders, acting as a trusted advisor and senior escalation point.   Continual Service Improvement: Drive service improvement initiatives, working with internal teams to enhance service quality and efficiency.   Cross-Team Coordination: Work closely with IT Services, Sales and Professional services to coordinate service delivery across multiple workstreams.   Technology Awareness: Maintain a working understanding of the company's services and technologies to support informed customer conversations.   Onboarding – Manage and lead the onboarding of customers providing a great customer experience.    Why should you apply?  At Phoenix, our ambition is to be the UK's leading IT solutions and managed service provider - and we know that only happens because of our people. Culture isn't an afterthought here; it's the thing we work hardest on.  We're proud to be certified as a Great Place to Work®, and to be recognised on their UK Best Workplaces lists for Women, Wellbeing, and Development. These aren't badges we chase - they're the result of how we genuinely choose to treat each other, and how seriously we take our colleagues' careers, health, and lives outside of work.  When you join Phoenix, you can expect:  A culture built on trust and belonging: set out clearly in our Culture Blueprint, lived day-to-day, and reflected in our consistently strong colleague feedback.  Real investment in your development: structured learning pathways, funded industry certifications, mentoring, and the encouragement to stretch into new areas.  A workplace that takes wellbeing seriously: from mental health support and flexible working to active employee networks and a leadership team that listens.  A commitment to equity and inclusion: where we actively work to make Phoenix a brilliant place to build