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For Companies At a Glance
- Tasks: Lead a dynamic customer care team, ensuring top-notch service and continuous improvement.
- Company: Join Teamwork Partnership, a progressive and people-focused organisation driving success.
- Benefits: Enjoy a competitive salary, career growth opportunities, and a collaborative work environment.
- Why this job: Make a real impact by enhancing customer experiences and developing talent in a thriving business.
- Qualifications: Proven leadership experience in customer service, with strong analytical and problem-solving skills.
- Other info: This is a full-time, permanent role with a salary of up to £60,000 per year.
The predicted salary is between 42000 - 84000 £ per year.
Teamwork Partnership is currently recruiting an experienced Head of Customer Care with a strong commercial and customer-centric focus to join a progressive, successful, and highly people-oriented growing organization. We seek ambitious individuals who thrive on taking full ownership, leading teams, developing talent, and making the role their own. This position offers an excellent platform to drive the business to its next level of success.
Responsibilities:
- The ideal candidate will be an exceptional Customer Service Management professional with a focus on team development.
- You will proactively drive the business forward by exceeding customer expectations and focusing on continuous improvement.
- This includes enhancing service quality, strengthening internal and external relationships, and implementing processes to make operations more efficient and customer experiences outstanding.
- You should demonstrate strong analytical skills and be highly process-driven.
- Interpreting data and communicating insights clearly to your team will guide their objectives.
- You will act as a 'commercial advisor' to support, develop, and implement strategic initiatives with the Operations Director.
- Relevant experience may include supervisory roles practicing leadership and team management, as well as customer service roles providing insights into customer needs and expectations.
- Proven ability to manage a team of 10 or more in a fast-paced B2B service environment, with a track record of seamless integration into high-performing teams.
Required Skills:
- Strong leadership and team management experience
- Excellent communication, interpersonal skills, and relationship-building abilities
- Proven track record in developing customer-focused strategies
- Ability to analyze customer feedback and data to drive improvements
- Exceptional problem-solving and conflict resolution skills, with the ability to work under pressure
- Strong organizational skills and attention to detail
- Highly driven with ambitions for growth within a fast-growing business
Duties and Responsibilities:
- Oversee and mentor the customer service team (10+ members) to ensure excellent service and achievement of business objectives
- Develop and implement customer service policies and procedures for efficiency
- Serve as the primary contact for customer inquiries and complaints, ensuring timely resolution
- Coordinate staff schedules to ensure adequate coverage
- Analyze feedback and data to identify improvement areas and implement changes
- Set and monitor team targets to drive revenue growth
- Collaborate with other departments to align customer service strategies with business goals
- Organize training and workshops to keep staff updated
- Stay informed on industry developments to enhance customer experience
- Prepare performance reports for management review
- Conduct monthly one-on-one meetings with team members
- Streamline collaboration for seamless workflows
- Address operational issues with effective solutions
- Plan schedules to meet customer needs and support team growth
- Foster a positive, collaborative team environment to improve morale and retention
Job Types: Full-time, Permanent
Pay: Up to £60,000.00 per year
Head of Customer Care employer: TEAMWORK PARTNERSHIP LTD
Contact Detail:
TEAMWORK PARTNERSHIP LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Care
✨Tip Number 1
Showcase your leadership skills during the interview. Be prepared to discuss specific examples of how you've successfully managed teams in the past, particularly in a customer service environment. Highlight any initiatives you've led that improved team performance or customer satisfaction.
✨Tip Number 2
Familiarise yourself with the latest trends in customer care and service management. Being able to discuss current industry developments and how they can be applied to enhance customer experience at StudySmarter will demonstrate your proactive approach and commitment to continuous improvement.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've used data to drive improvements in customer service. Bring examples of how you've interpreted customer feedback and implemented changes that positively impacted service quality and efficiency.
✨Tip Number 4
Emphasise your ability to foster a positive team environment. Be ready to share strategies you've used to motivate and develop your team, as well as how you've handled conflicts or challenges within a team setting to maintain morale and productivity.
We think you need these skills to ace Head of Customer Care
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership and team management experience, especially in customer service roles. Use specific examples that demonstrate your ability to develop customer-focused strategies and improve service quality.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer care and your ambition to drive business success. Mention how your analytical skills and problem-solving abilities can contribute to the company's goals.
Showcase Relevant Experience: When detailing your work history, focus on your achievements in previous roles, particularly those that involved managing teams and enhancing customer experiences. Use metrics to quantify your successes where possible.
Prepare for Potential Questions: Anticipate questions related to team development, conflict resolution, and customer feedback analysis. Prepare clear, concise examples from your past experiences that demonstrate your capabilities in these areas.
How to prepare for a job interview at TEAMWORK PARTNERSHIP LTD
✨Showcase Your Leadership Skills
As a Head of Customer Care, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on team development and achieving business objectives.
✨Emphasise Customer-Centric Strategies
Be ready to discuss your experience in developing customer-focused strategies. Highlight specific instances where you've exceeded customer expectations and improved service quality, as this aligns with the role's requirements.
✨Demonstrate Analytical Skills
Since the role requires strong analytical skills, come prepared to talk about how you've used data to drive improvements in customer service. Share examples of how you've interpreted feedback and implemented changes based on insights.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and conflict resolution skills. Think of situations where you've successfully resolved customer complaints or operational issues, and be ready to explain your thought process.
