Customer Experience Director

Location Hybrid working with office locations in Maidstone & Lincoln

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

This role is subject to an Enhanced Disclosure and Barring Service (DBS) check. As the position is exempt from the provisions of the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. Any offer of employment will be conditional upon a satisfactory DBS certificate and a risk assessment of any disclosed information.

We are committed to fair recruitment and will consider disclosed information on a case-by-case basis, in line with our policy on the recruitment of ex-offenders.

You will lead our Customer Experience and Contact Centre teams
, bringing together multiple geographically dispersed groups into one high-performing, customer-obsessed operation. With approximately 100 people under your leadership, you will ensure every customer interaction – whether through phone, chat, or digital platforms – delivers exceptional outcomes.

You will focus on unifying processes, simplifying systems, and embedding an outstanding customer-first culture across the business. This will demand exceptional leadership, operational discipline, and the ability to balance professionalism with empathy as you drive significant change.

Your remit will extend across managed print, IT managed services, and emerging technology solutions. You will ensure quality, responsiveness, and satisfaction remain at the heart of everything, even as our complexity and service portfolio expand.

• Lead, inspire, and develop customer service and contact centre teams across multiple UK locations.

• Drive operational excellence across all customer touchpoints, ensuring every interaction reflects Apogee’s commitment to service quality.

• Create streamlined and scalable processes that enhance efficiency and deliver a consistent customer experience.

• Collaborate with senior leaders to ensure customer support and onboarding requirements are represented in all technical and operational strategies.

• Establish, monitor, and continuously refine KPIs, SLAs, and XLAs to ensure accountability and measurable success.

• Oversee resource planning and workforce utilisation to optimise performance and maintain profitability.

• Champion customer success by ensuring services align with client expectations and deliver tangible business value.

• Maintain compliance with ISO, CE+, and GDPR standards, embedding best practice across all service operations.

• Mentor, coach, and develop leadership capability within the customer experience and support functions to build a strong succession pipeline.

• Act as the senior point of escalation for complex customer issues, ensuring swift, transparent resolution.

• Partner with vendors and internal stakeholders to uphold compliance, strengthen accreditations, and support Apogee’s long-term growth ambitions.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This involves hybrid working with office locations in Maidstone & Lincoln.

Closing Date:
Wednesday 22nd October

• Experienced leader of large-scale customer contact centres handling high volumes of tickets or queries.

• Strong knowledge of IT Managed Services, Managed Print Solutions, and multi-vendor environments.

• ITIL v4 certified with knowledge of ISO
  20000-1 standards.

• Proven track record in managing organisational change and driving transformation initiatives.

• Excellent communicator with strong stakeholder management skills.

• Experienced in implementing and managing ITSM platforms.

• Skilled in managing services through SLAs, XLAs, and KPIs.

• Evidence of…