Head of Customer Success

We’re looking for a strategic and passionate Head of Customer Success to lead and grow high-performing teams in a digital-first environment. You’ll combine data-driven insights with a deep understanding of customer relationships to drive growth, foster continuous improvement, and deliver excellence. If you thrive on transformative change and have a proven track record of scaling customer success functions, we want to hear from you!

Location: Hybrid / Plymouth (2-3 Days in Plymouth office + Occasional travel)

Salary: Up to £70,000 + up to £25,000 annual bonus

Who are we?

Today, with technology at the very core of its operations, Newcross is one of the UK’s leading providers of temporary nursing and healthcare staffing solutions with ambitions to become the world’s largest nursing platform. By creating a more dynamic, effective and efficient business model that will revolutionise the experience for both colleagues and clients, Newcross wants to redefine excellence in the healthcare industry and continually disrupt the market. At Newcross, we are passionate about helping our employees realise their career potential.

Who are you?

You are someone who combines strategic leadership with a genuine passion for customer success. Your proven ability to build and lead high-performing teams, particularly in digital-first environments, is matched by your talent for analysing data and transforming insights into growth strategies. What sets you apart is your resilience and adaptability in driving transformative change – you know how to balance the human touch of customer relationships with the precision of performance metrics, all while fostering a culture of continuous improvement and excellence.

What will you do?

• Lead a high-performing regional team to deliver outstanding customer service whilst driving exponential growth and market share.
• Foster a performance-driven culture through effective management of OKRs, training, and development.
• Build a collaborative environment that promotes continuous learning and process optimisation.
• Drive key metrics including hours booked, client retention, and gross margin growth.
• Ensure excellence in customer service delivery and complaint resolution.
• Develop and implement regional growth strategies whilst maintaining quality and satisfaction metrics.
• Manage permanent placement targets and client relationships effectively.
• Partner with Product and Data teams to enhance digital experiences for clients and workforce.
• Drive CRM adoption and data-driven customer management through Zoho and HealthForceGo platforms.
• Ensure optimal utilisation of digital systems and maintain data integrity across platforms.
• Collaborate with digital partners to enhance workforce capabilities and deployment.
• Drive innovation through cross-functional collaboration.
• Act as a Brand Ambassador, consistently raising performance standards.

Benefits:

• Pension Scheme
• Training and Personal Development
• myHealthPlan: Access to a virtual GP and mental health support through a “Best on class” Colleague Assistance Programme (EAP)
• Perks at Work: Over 30,000 deals and discounts for your favourite brands across 20 categories including, groceries, fashion, electronics and more.
• 33 annual leave including bank holidays (rising to after the first year and increasing with length of service)

Equality, diversity, and inclusion: We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.