Customer Experience Manager

Customer Experience Manager – Tool and Construction Equipment Hire

Are you an experienced customer operations leader who knows how to lead high\-performing teams, improve customer journeys, and use technology to deliver outstanding service?

Do you enjoy bringing together people, processes, and systems to create efficient, customer\-focused operations?

If so, we'd love to hear from you.

About The Hireman

The Hireman is an independent tool and equipment hire company serving professional contractors across London and the South East. Since 1985, we've built our reputation on reliability, expertise, and exceptional customer service.

As we continue to grow, we're investing in the future of our customer experience through a newly established central hire desk, bringing enquiries, orders, and customer support together into one highly effective team.

This is an exciting opportunity to lead that function and play a key role in shaping how we serve our customers for years to come.

The Role

As Customer Experience Manager, you'll lead our central hire desk team, ensuring customers receive a fast, professional, and consistent experience from first enquiry through to delivery, collection, and everything in between.

You'll manage an existing team of people responsible for managing customer enquiries, processing orders, coordinating logistics, resolving issues, and maintaining excellent communication throughout.

Working closely with our depot teams (workshop, warehouse, and logistics), transport accounts, sales, and procurement, you'll drive improvements in service quality, response times, operational efficiency and customer satisfaction.

You'll also play a key role in developing and optimising our omnichannel, ERP, and CRM software, helping us use technology, automation and reporting to deliver a smarter and more scalable service operation.

This is a hands\-on leadership position with significant scope to influence the way we work and make a measurable impact on customer experience and business performance.

Key Responsibilities

• Lead, develop and motivate the central hire desk team.


• Ensure customer enquiries, orders and issues are handled promptly, accurately and professionally.


• Establish clear processes, service standards and performance measures.


• Drive a culture of customer focus, accountability and continuous improvement.


• Optimise our platforms, including workflows, automation, reporting and customer communications.


• Work closely with depot and wider business teams to ensure seamless operational delivery.


• Monitor service performance, response times, customer feedback, and key operational metrics.


• Use data and reporting to identify trends, improve efficiency, and support business decision\-making.


• Deliver regular performance insights and recommendations to senior leadership.

• You may currently work in customer operations, service delivery, contact centre management, logistics, distribution, field service operations or a similar environment.


• You'll be an experienced operational leader with a passion for customer service and a track record of improving business performance.


• Strong management skills with a track record of developing engaged, high\-performing teams.


• Experience implementing, managing or optimising customer service, CRM or contact\-centre platforms.


• Excellent organisational skills with the ability to prioritise competing demands in a fast\-paced environment.


• Strong analytical skills, with experience using operational data and KPIs to improve performance.


• A customer\-first mindset with excellent communication and problem\-solving skills.


• Logistics, transport or supply chain experience would be highly desirable and experience within tool hire, plant hire, or equipment rental would be beneficial, but is not essential.


• A positive attitude, commercial awareness and a passion for delivering outstanding customer service.

• Salary starting from £48,000 per annum (negotiable depending on experience).


• Car allowance


• Enhanced contributory Workplace Pension.


• Health Cash Plan with virtual GP service.


• 7\.30am – 5pm Monday to Friday working hours.


• 33 days’ holiday (including bank holidays).


• Free tool hire for personal use and staff discount on purchases.


• Fresh fruit, snacks, and drinks in our depots.


• Regular social events and company parties.


• A Christmas turkey (or alternative seasonal gift).

Ability to commute/relocate:

• East London E16 4TG: reliably commute or plan to relocate before starting work (required)

• English (required)

This listing is from Indeed. View original listing ↗