Head of Customer Care

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: £65,000+ 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 #J-18808-Ljbffr