At a Glance
- Tasks: Lead our Customer Support team and enhance customer experiences through training and process optimisation.
- Company: Join Elavate, a fast-growing wellness brand focused on quality collagen supplements.
- Benefits: Competitive salary, performance bonuses, and hybrid working model.
- Other info: Fast-paced environment with opportunities for innovation and personal growth.
- Why this job: Make a real impact in the supplement industry while growing your career.
- Qualifications: Experience in customer service management and a passion for customer satisfaction.
The predicted salary is between 40000 - 55000 £ per year.
Salary: £40,000 to £55,000 Base (dependent on experience)
We are seeking a highly motivated and detail-oriented Head of Customer Experience & Training Coordinator to help support our virtual CS team and enhance customer experiences. In this role, you’ll primarily be assisting with day-to-day customer service operations via email and as a team lead you’ll assist in guiding our CS Agents, develop training materials, and provide hands-on training to ensure the team is equipped to deliver excellent service. Your contributions will help build strong customer relationships and support the growth of our business.
Working Type: Hybrid (3 days in office)
Location: Kennington
Note: Please read requirements before applying. This is a hybrid role with an expectation to work in our Kennington office 3 days a week.
Core Job Responsibilities:
- Directly manage the day-to-day operations of our Customer Support team while actively handling complex customer inquiries, subscription issues, and VIP customer communications.
- Build, optimize and document our customer service processes to improve response times, customer satisfaction, and team efficiency.
- Own key support metrics including NPS, first response time, and resolution time.
- Lead and develop our CS team through coaching, performance management, and regular feedback.
- Drive customer retention through proactive support initiatives.
Additional Functions:
- Act as the voice of the customer within the organization, providing regular insights and feedback to Product, Marketing, and Operations teams.
- Manage and optimize our help center content.
- Develop customer feedback loops to identify common issues, product improvement opportunities, and potential churn risks.
Success Metrics:
- Improve and maintain key CS metrics: NPS, First Response Time.
D2C Head of Customer Experience in London employer: Elavate
Elavate is an exceptional employer for those looking to make a significant impact in the fast-paced wellness industry. With a strong focus on personal development, employees benefit from a generous learning budget and opportunities for rapid career advancement in a dynamic, innovative environment. Located in Kennington, our collaborative culture encourages creativity and ownership, making it an ideal place for ambitious individuals eager to grow alongside one of the UK's fastest-growing brands.
StudySmarter Expert Advice🤫
We think this is how you could land D2C Head of Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elavate. 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 Elavate 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 D2C Head of Customer Experience in London
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 Elavate:Your cover letter is your chance to shine! Tell us why you want to work at Elavate 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 Elavate!
How to prepare for a job interview at Elavate
✨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.
