Customer Experience Manager at University of Warwick

About the Role  

For informal enquiries, please contact James Brewitt (Business Operations and Systems Manager) at [email protected].

The Customer Experience Manager plays a pivotal role in shaping and enhancing the student accommodation journey at Warwick, overseeing the experience from initial enquiry through to arrival across approximately 7,000 beds.

Working within Warwick Accommodation and in collaboration with multiple University departments, this role focuses on delivering innovative solutions, continuous improvements, and best practices to ensure a consistently positive experience for all customers.

Key responsibilities include managing customer experience projects, leading communication strategies, improving digital platforms, and driving engagement initiatives such as live chats and induction activities.

A significant aspect of the role involves representing Warwick Accommodation at University Open Days, delivering presentations and engaging with prospective students and their families to showcase our services. This is an exciting opportunity for a proactive individual to influence strategic improvements and champion excellence in customer experience within a dynamic, student-focused environment.

This role is 36.5 hours per week and you will be contracted to work 5 days over 7 including weekends throughout the year based on business needs.

About You  

• You will be an organised and proactive individual with excellent communication skills and the ability to engage confidently with stakeholders at all levels.
• A successful candidate will have experience managing and improving digital platforms, delivering impactful communications via CRM systems, and presenting to large audiences.
• Strong project management, problem-solving, and decision-making skills are essential, alongside proficiency in MS Office and attention to detail.
• You’ll be comfortable working independently under pressure, prioritising initiatives, and driving continuous improvement. Ideally, you’ll bring sector insight, creativity, and a passion for enhancing the student experience, with the ability to influence and implement change effectively.