At a Glance
- Tasks: Lead our customer support team and ensure top-notch service across all brands.
- Company: Join a family-owned business with a strong commitment to culture and values.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and personal development opportunities.
- Other info: Be part of a BCorp committed to social and environmental responsibility.
- Why this job: Make a real impact by shaping customer experiences and developing your team.
- Qualifications: Proven experience in customer support and people management.
The predicted salary is between 40000 - 46000 € per year.
£40K OTE + benefits
About PC Group
PC Group delivers the essential platform to build your business with the right people. Our collection of compliance brands deliver expert background checking for a modern market. PC Group's commercial offerings are organised into 3 brands: Personnel Checks, TaxiPlus, and Chexx.io.
What you will be working on as Head of Customer Service
As our Head of Customer Service, you'll be responsible for our entire support function across all of PC Group's brands. This means that you will manage the processes, the people, and the quality of how our customers receive support. PC Group prides itself on delivering the highest quality support to all customers.
At PC Group, managers & leaders have to strike the right balance between being at times hands-on and at others strategic. The phones will be ringing, the emails will be pinging, and the chats will be dinging - it is your job to ensure calm, control, and quality throughout.
You'll have a range of people, systems, and processes at your disposal and work closely with our Head of Operations. You'll seek to refine and improve all aspects of the company's support function as we drive for growth at the highest level.
What your typical day-to-day will look like
On a typical day, you and your team will interact with customers through phone, email, and live chat to deliver high-quality service. Throughout the weeks and months, you will step out of the operations to focus on the people management & process improvement side of your role.
On the people side, this means being a genuine, hands-on leader, coaching your team through real situations. You'll run quality checks, share learnings from customer feedback, and foster a collaborative culture where people feel supported to do their best work.
On the process side, you'll be the person asking "why does this keep happening?" when recurring issues surface, and then doing something about it. You'll keep a close eye on performance trends and service data, turning what you see into clear recommendations and tangible improvements.
What you'll bring with you
- Operational and workload management across multi-channel support environments
- Data interpretation and reporting, using system insights to drive decisions
- Process review, documentation, and workflow improvement
- Case and escalation management, particularly for complex or sensitive queries
- Knowledge of compliance, regulatory requirements, and data protection practices
- Contract and service delivery oversight
What type of person you are
- Proactive and solution-focused
- Accountable and reliable
- A natural people developer
- Calm under pressure
- Clear and confident communicator
- Improvement-driven
- Committed to quality
What experience you will have
You will be able to demonstrate multiple years of experience working in a customer support setting and over 1 year's worth of experience managing people in a customer support setting.
The interview process involves the following stages:
- Application
- A short call with one of our team
- A competency interview
- A culture-based interview
Our culture matters to us just as much as skills and experience. We want everyone who joins the team to feel supported, valued, and able to do their best work.
Why PC Group?
PC Group offers hybrid working to all team members with a minimum of 2 days per week in state-of-the-art offices in Blackburn town centre. We are a family-owned business without heavy corporate burdens or red tape slowing us down.
We have a comprehensive collection of workplace benefits including hybrid working, additional holidays each year, and additional paid break/lunch times each day.
We are a BCorp! This means we have achieved the highest standards for a company's overall social and environmental impact. Personnel Checks is committed to eliminating discrimination and encouraging diversity amongst our workforce.
Head of Customer Service in Blackburn employer: PC Group
PC Group is an exceptional employer located in Blackburn, Lancashire, offering a vibrant work culture that prioritises employee growth and well-being. With hybrid working options, a commitment to personal and professional development, and a supportive environment that values collaboration and respect, employees are empowered to thrive. The company also boasts a range of benefits, including additional holidays and team activities, making it a rewarding place to build a career in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service in Blackburn
✨Tip Number 1
Get to know the company inside out! Before your interview, check out PC Group's website and social media. Familiarise yourself with their brands and values so you can show you're genuinely interested in what they do.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and leadership. Think about your past experiences and how they align with the role of Head of Customer Service at PC Group.
✨Tip Number 3
Show off your people skills! During the interview, be ready to discuss how you've developed teams in the past. Share specific examples of how you've coached team members or handled difficult situations.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind.
We think you need these skills to ace Head of Customer Service in Blackburn
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about delivering top-notch support and making a difference in people's lives.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience and skills. Use examples that demonstrate your ability to manage teams and improve processes, as these are key aspects of the Head of Customer Service role.
Be Authentic:We love genuine personalities! Don’t be afraid to let your true self come through in your writing. Share your unique approach to problem-solving and team development, as we value authenticity in our culture.
Follow the Instructions:Remember to include the word 'doorframe' in your application to show you've read the job description carefully. It’s a small detail, but it helps us see your attention to detail and commitment to following guidelines!
How to prepare for a job interview at PC Group
✨Know the Company Inside Out
Before your interview, take some time to really understand PC Group and its brands. Familiarise yourself with their services, values, and customer feedback. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Given the hands-on nature of the Head of Customer Service role, be ready to discuss specific scenarios you've faced in previous positions. Think about times when you improved processes or handled difficult customer situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your People Management Skills
As a leader, your ability to develop and support your team is crucial. Be prepared to share examples of how you've coached team members, managed performance issues, or fostered a collaborative culture. Highlight your proactive approach to people development.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they currently face, or how success is measured in the role. This shows that you're not just interested in the job, but also in contributing positively to the team and company.
