Head Of Customer Service & Support

Head of Customer Service & Support (£60,000 - £75,000 per year)

We are working with a leading membership organisation, supporting business owners across the UK and abroad. Providing training, personal support, coaching, events, and networking to over 50,000 customers over the last 15 years.

The recent launch of a cutting-edge AI-powered CRM tool signifies a new chapter in their mission to bolster business growth, and the business now requires a seasoned leader to head up and drive forward our customer service and support operations.

Role Overview

As the Head of Customer Service & Support, you will be at the forefront of our customer interaction, ensuring every customer feels valued, heard, and supported. Your leadership will guide our customer support team to set and achieve the highest standards of service excellence. This role involves shaping our customer experience strategy, driving continuous improvement, and fostering a culture of empathy and excellence.

Key Responsibilities

1. Lead and inspire a team of both office-based and remote customer support professionals to deliver exceptional service.
2. Develop and implement effective customer support strategies, processes, and tools to enhance customer satisfaction and loyalty.
3. Drive continuous improvement initiatives and play a pivotal role in shaping the customer experience strategy.
4. Foster a culture of excellence, empathy, and continuous learning within the team.

Ideal Candidate Profile

1. Proven leadership experience in customer support or service, preferably within a fast-paced, tech-driven environment.
2. Exceptional communication and interpersonal skills, capable of motivating and influencing at all levels.
3. Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
4. Demonstrable experience in enhancing customer support functions to improve satisfaction and loyalty.
5. Comfortable leading remote teams with a high degree of self-motivation and adaptability.
6. Passionate about delivering extraordinary customer experiences with a commitment to exceeding expectations.

Why Join Us?

1. Unique workplace amenities including a gym and a vibrant office environment.
2. Flexible working hours to ensure work-life balance.
3. Competitive salary (£60,000 - £75,000 per year, dependent on experience) and benefits package including holidays, bonuses, pension, and professional development opportunities.
4. Opportunity to be part of a leading organisation that has a significant impact on the growth and success of businesses.
5. Flexible hours: Because your team is providing 7-days a week of support to clients, you'll have considerable flexibility and autonomy over your work schedule.

INDH