At a Glance
- Tasks: Lead customer experience strategy and enhance customer journeys across multiple platforms.
- Company: Join instantprint, the UK's largest online printer with a dynamic team.
- Benefits: Enjoy competitive salary, health cash plan, and enhanced maternity/paternity packages.
- Other info: Work in a vibrant environment with excellent career development opportunities.
- Why this job: Make a real impact on customer experience and drive business growth.
- Qualifications: Proven leadership in customer service and a strong commercial mindset.
The predicted salary is between 34000 - 51000 £ per year.
Head of Customer Experienceinstantprint – The UK\'s largest online printerAt instantprint , we\'re on a mission: to help businesses of all sizes look amazing through print – and to make it as easy as possible. With over a million small businesses already choosing us for their marketing materials, we\'re growing fast, and we need the right leader to take our customer experience to the next level.That\'s where you come in.We\'re looking for a Head of Customer Experience who is dynamic, commercially focused, and passionate about building world-class customer journeys. You\'ll lead our customer service and artwork support teams, acting as the voice of the customer at a senior level and driving improvements that keep customers coming back.About the position:Salary range £40,000 – £60,000, depending on experienceThis position is office based 5 days a week at our office in Manvers, Rotherham.Monday to Friday, 40 hours per weekWhat you\'ll be doingLead our Brands Customer Experience strategy – shaping how customers interact with us across phone, chat, email, and our ecommerce platform.Champion the customer – influence decisions across ecommerce, marketing, sales, and tech to ensure every touchpoint reflects our brand.Drive commercial impact – unlock upsell and retention opportunities, ensuring service excellence delivers both customer loyalty and revenue growth.Inspire and develop teams – coach and mentor managers, build training programmes, and create a high-performance culture.Optimise operations – oversee high-volume contact and artwork teams, implementing AI, automation, and smarter workflows to enhance efficiency without compromising service quality.What we\'re looking forProven experience leading large, fast-paced customer service teams .A strong commercial mindset , with a background in sales, retention, or customer growth.Track record of improving customer journeys across multiple platforms (calls, chat, email, ecommerce).Experience implementing new processes and technologies to boost performance.A natural coach and motivator who can inspire teams to deliver their best.Why join us?At instantprint, you\'ll join a business that\'s ambitious, fast-moving, and committed to making a real difference for our customers. You\'ll have the autonomy to shape our customer experience strategy, the support of a passionate senior team, and the opportunity to make a tangible impact on the growth of the UK\'s largest online printer.What we can offer youEnhanced maternity/paternity packageHealth cash planLong Service gifts and awardsReal living wage employerDiscount/voucher schemesCompany pensionWellbeing support, including access to mental health support lines and personal skills workshops such as managing your moneyCycle to work schemeFree fruit, snacks, and beveragesRegular social events and team-building activities, such as our annual summer festival and Christmas Party.Free On-site Parking22 days annual leave (plus bank holidays) and the opportunity to earn additional days, the longer you work hereThe CompanyEstablished in 2012, Bluetree Group is the UK\'s largest online printer and exists to manufacture and sell high volume, premium products through investing in its highly skilled team as well as the latest technology.Bluetree\'s combined office, production, and training facilities are in Wath Upon Dearne, which is close to Sheffield, Rotherham, Barnsley, and Doncaster. Our state-of-the-art 165,000 square foot facility is just a 15-minute drive from either the M1 or A1M and boasts ample free on-site parking, the facility is also located on a major bus route which is just a few minutes away from the train stations of Mexborough, Swinton and Wombwell.Once you walk through our doors, you realise that people are central to all our operations. It\'s a place for curious and ambitious people at heart.For Privacy information please follow this link to our privacy notice on our website under the home page https://www.bluetreegroup.co.uk#LI-Onsite
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Head of Customer Experience Rotherham, GB £40k - £60k / year employer: Bluetree Group
At instantprint, we pride ourselves on being an ambitious and fast-moving company that values its employees and their contributions. Located in Rotherham, our state-of-the-art facility offers a supportive work culture with numerous employee benefits, including enhanced maternity/paternity packages, health cash plans, and opportunities for personal growth through training programmes. Join us to make a tangible impact on customer experience while enjoying a vibrant workplace filled with social events and a commitment to your well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience Rotherham, GB £40k - £60k / year
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bluetree Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bluetree Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience Rotherham, GB £40k - £60k / year
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bluetree Group:Your cover letter is your chance to shine! Tell us why you want to work at Bluetree Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bluetree Group!
How to prepare for a job interview at Bluetree Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
