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For Companies At a Glance
- Tasks: Lead and shape customer care teams to deliver exceptional experiences.
- Company: Join Simple Online Healthcare, a fast-growing company revolutionizing healthcare.
- Benefits: Enjoy hybrid work, 33 days off, private healthcare, and more perks!
- Why this job: Make a direct impact on customer success in a dynamic, mission-driven environment.
- Qualifications: Extensive experience in customer-facing roles and proven leadership skills required.
- Other info: Be part of a team that values growth, collaboration, and innovation.
The predicted salary is between 52000 - 78000 ÂŁ per year.
Head of Customer Care
About the Role
Are you passionate about delivering exceptional customer experiences at scale? Do you thrive in a fast-paced, high-growth environment where innovation, data-driven problem-solving, and creativity are key? Simple Online Healthcare is looking for a visionary Head of Customer Care to lead and shape our customer-facing teams.
In this pivotal role, you’ll drive customer satisfaction, scale operations across multiple markets, and reimagine how we provide proactive, industry-leading service. You’ll lead a diverse team and develop strategies to elevate the customer experience, helping us achieve our ambitious goal of delivering \”a differentiating level of care and patient experience at exponential scale\” across the UK, Germany, Denmark, Australia, and beyond, utilising technology to drive scale.
What You’ll Be Doing
As our Head of Customer Care, you’ll own the strategy for outstanding customer care, leading a multi-lingual, high-performing team that consistently delivers excellence. You’ll be responsible for recruitment, training, and development to ensure your teams are empowered to delight customers at every touchpoint.
From setting and monitoring KPIs to leveraging the latest customer care tools and technologies, you’ll shape a data-driven approach to support and engagement. You’ll also collaborate with product and operational teams to optimise the customer journey, shifting from reactive support to a proactive, personalised experience.
You will have a test-and-learn approach to technology solutions and will have worked in a like-minded environment that adapts to change.
Key Responsibilities
- Develop and execute the strategy for outstanding customer care across our four key markets (UK, Germany, Denmark, and Australia).
- Drive a technology-first approach within the customer care teams and team leads, fostering an open and honest environment while pushing new ideas forward at pace.
- Lead, coach, and manage a high-performing customer service team, fostering a customer-first culture.
- Drive the transition from reactive to proactive customer support, anticipating and addressing customer needs.
- Collaborate with cross-functional teams—product, marketing, operations—to ensure seamless customer experiences.
- Optimise customer care processes and systems, using data, automation, and best practices to improve efficiency and scale.
- Track and analyse key performance metrics to continuously refine the customer journey and drive business performance.
- Be the voice of the customer, ensuring their needs and feedback influence product development and company strategy.
What We’re Looking For
Experience :
- Extensive experience in customer-facing roles, particularly in fast-paced eCommerce or high-growth businesses.
- Proven ability to lead and scale large customer service teams with a focus on performance and customer retention.
- Strong understanding of customer journeys and data-driven approaches to improvement.
- Experience in a technology-first business driving outstanding customer experience through AI technological advances and self-service.
Skills :
- Exceptional leadership skills, with the ability to inspire and motivate teams to deliver outstanding service.
- Analytical mindset, using data to solve problems and inform decisions.
- Expertise in customer care tools and CRM systems, with a focus on automation and scalability.
- Willingness to challenge the norm.
Attributes :
- Passionate about creating standout customer experiences and driving customer success.
- Collaborative and cross-functional approach to problem-solving and team-building.
- Entrepreneurial spirit, constantly seeking opportunities to optimise processes and drive performance.
- Background in scaling operational functions through technology rather than through a large team approach.
Why You’ll Love Working Here
Join a fast-growing company that’s revolutionising healthcare and delivering exceptional care across multiple markets. This is a unique opportunity to build and scale a high-performing team while making a direct impact on customer success and satisfaction.
- Mission-Driven : Be part of a company dedicated to improving healthcare experiences.
- Dynamic Environment : Work with an innovative, data-driven, and collaborative team.
- Leadership Opportunity : Shape the future of customer service in a fast-growing business.
Salary: ÂŁ65,000+
Our Interview Process
- Introductory call with our talent team
- Video interview with the hiring manager & leadership panel
- Operational task
- Final interview with CEO
Basics you can expect:
- 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days
- Extra day off for your birthday
- Company share scheme
- Bupa Private Healthcare
- Income Protection
- Cycle to Work Scheme
- My Gym Discounts
- Company pension scheme
- Quarterly Team Training and Social Budget
- Enhanced Maternity and Paternity Leave
- Rewarding bonus incentive scheme
- 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.
- Love2Shop Discount
- Hybrid working
Office extras:
- Fresh fruit
- A free coffee machine
The Simple Online Healthcare Promise:
Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1500 patients per day, making sure they receive their medication safely and on time. We\’re always on the lookout for talent. If you\’re passionate about helping make lives easier, we\’d love to hear from you.
Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.
Ready to make a difference? Apply now!
Simple Online Healthcare is proud to be an Equal Opportunity Employer.
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant
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Head of Customer Care employer: Simple Online Healthcare
Contact Detail:
Simple Online Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Care
✨Tip Number 1
Familiarize yourself with the latest trends in customer care technology, especially AI and automation tools. This knowledge will help you demonstrate your ability to drive a technology-first approach in your interview.
✨Tip Number 2
Prepare examples of how you've successfully led and scaled customer service teams in fast-paced environments. Highlight specific metrics or outcomes that showcase your impact on customer satisfaction and retention.
✨Tip Number 3
Research Simple Online Healthcare's current customer care strategies and identify areas for improvement. Being able to discuss these insights during your interview will show your proactive mindset and genuine interest in the role.
✨Tip Number 4
Emphasize your collaborative skills by preparing to discuss how you've worked with cross-functional teams in the past. This will align with their focus on seamless customer experiences and demonstrate your ability to foster teamwork.
We think you need these skills to ace Head of Customer Care
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Care position. Tailor your application to highlight your relevant experience in customer service leadership and technology-driven solutions.
Highlight Relevant Experience: In your CV and cover letter, emphasize your extensive experience in customer-facing roles, particularly in fast-paced environments. Showcase specific examples of how you've led teams, improved customer journeys, and utilized data to drive performance.
Showcase Leadership Skills: Demonstrate your exceptional leadership skills by providing examples of how you've inspired and motivated teams. Discuss your approach to fostering a customer-first culture and how you've successfully managed high-performing teams.
Emphasize a Data-Driven Approach: Make sure to mention your analytical mindset and experience with customer care tools and CRM systems. Highlight any specific instances where you've used data to solve problems or inform decisions, as this aligns with the company's focus on a technology-first approach.
How to prepare for a job interview at Simple Online Healthcare
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for delivering exceptional customer experiences. Share specific examples from your past roles where you successfully improved customer satisfaction or implemented innovative solutions.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you've motivated teams in high-pressure environments. Highlight any experience you have in scaling customer service teams and fostering a customer-first culture.
✨Emphasize Data-Driven Decision Making
Be ready to talk about how you've used data to inform your strategies and improve customer journeys. Discuss specific metrics you've tracked and how they influenced your decisions in previous roles.
✨Collaborate Across Functions
Illustrate your ability to work with cross-functional teams by sharing examples of successful collaborations. Explain how you’ve partnered with product, marketing, or operations teams to enhance the customer experience.
