Customer Experience Manager

Customer Experience Manager
Location: Putney, 3x a week
Salary: £50,000
Reports to: Head of Customer Experience
About Bunch
Shared household bills are messy, confusing and far too time-consuming. At The Bunch,
we're changing that. We give customers one fixed monthly payment covering everything —
energy, broadband, water and more. No chasing people for money. No admin black holes.
No stress.
We're a fast-growing startup with a bold, human approach. If you care about simplifying
the messy parts of everyday life, you'll feel right at home.

The Role
As our Customer Experience Manager, you'll be a hands-on leader — splitting your time
between managing and developing the CX and Retentions teams and personally handling
customer queries and complaints. This isn't a step-back-and-delegate role. You'll be in the
queues alongside your team, leading by example and keeping a direct pulse on what
customers are experiencing.

What You'll Do
Hands-On Customer Support
● Personally handle a caseload of customer queries and complaints across email,
phone and chat — billing questions, account changes, cancellations, refunds and
more
● Take ownership of complex or sensitive cases, seeing them through from first
contact to resolution
● Step in during peak periods or when the team is stretched, ensuring service levels
don't drop
● Use your direct experience on the frontline to identify pain points, broken
processes and opportunities for improvement
Team Leadership & Development
● Manage, coach and develop a team of CX Agents, setting clear expectations and
building a culture of ownership and accountability
● Run regular 1:1s, quality reviews and team sessions to drive individual growth and
consistent service standards

● Identify training needs and deliver ongoing coaching, particularly around complex
queries and complaint handling
Operational Performance
● Own and report on key CX metrics — response times, resolution rates, CSAT,
complaint volumes and first-contact resolution
● Monitor queues and workflows daily, rebalancing workload or reprioritising as
needed
● Build and refine processes to improve efficiency and reduce repeat contacts
Retentions
● Manage the Retentions Team, setting targets and reviewing performance against
save rates and churn metrics
● Develop and refine cancellation save strategies, scripts and offers — testing what
works and iterating
● Analyse cancellation reasons and themes to identify trends and feed insights back
to Head of CX

What You'll Bring
● Proven experience managing or leading a customer support/CX team, ideally in a
startup or fast-paced environment
● Happy to stay hands-on — you enjoy speaking to customers and wouldn't want to
lose that connection
● Strong people management skills — you know how to motivate, develop and hold a
team to high standards
● A track record of improving processes and operational performance in a CX setting
● Experience handling or overseeing complaints, including root cause analysis and
process redesign
● Confident working with CX data and metrics to identify trends and drive decisions
● Excellent communication — clear, calm and human, whether coaching your team,
updating leadership or speaking with a frustrated customer
● Comfortable with multi-channel support tools (Intercom/Zendesk or similar) and
able to optimise workflows within them
● Experience in retentions is a strong plus but not essential

What we offer:
● A salary of £50,000
● Enjoy 25 days of holiday.
● You get an extra day off for your birthday!
● Dedicated learning & development budget.
● Supported onboarding and training to fully engage you with your new team.
● Celebrate our collective success with quarterly social events.

● Access the Vitality Health package to prioritise your well-being.
● Enjoy exclusive Vitality rewards, including free weekly coffees, discounted gym
memberships, and a wide range of other great discounts!
● Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance
of family, and we're committed to supporting you.
● Enhanced sick pay with two weeks paid leave.
● 5 discretionary compassionate leave days (which would also cover e.g. a parent
having to take a day off to care for a sick child).
● Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your
journey.
● 3 hours ‘breakout block’ available to take each month to catch up on life's admin.
● A dog friendly office.
● A great culture.
If you require reasonable adjustments for any part of the recruitment process (including
alternate formats of materials, accessible meeting rooms, etc.), please let us know and we
will work with you to meet your needs.