At a Glance
- Tasks: Lead customer success initiatives and enhance customer experiences across the SME lifecycle.
- Company: Join a dynamic, globally-minded team with a commitment to innovation and diversity.
- Benefits: Flexible working options, global impact, and a focus on work-life balance.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real difference in customer satisfaction while driving commercial success.
- Qualifications: Extensive leadership experience in customer-facing operations and a track record of improving outcomes.
The predicted salary is between 59400 - 72600 £ per year.
This is a pivotal leadership role responsible for delivering outstanding end-to-end customer outcomes across the SME customer lifecycle. Reporting into senior leadership, this role will lead the strategic and operational performance of customer service, complaints, debt management, and customer lifecycle activities, ensuring exceptional service while driving commercial performance through improved customer retention, revenue protection, cash collection, and cost-to-serve.
You will lead the stabilisation and transformation of the Customer Success function, creating a high-performing, customer-focused operation that delivers consistent, right-first-time service. You will champion continuous improvement through process optimisation, automation, and digital transformation, while developing engaged teams, embedding a data-driven culture, and ensuring regulatory compliance to support SEBL's recovery, growth, and customer experience ambitions.
What skills/experience do I need to be successful?
- Extensive senior leadership experience managing large-scale, customer-facing operations within regulated environments, with responsibility for end-to-end customer lifecycle performance;
- Proven track record of improving customer experience and delivering measurable commercial outcomes, including customer retention, revenue protection, cash collection, and cost-to-serve reduction;
- Significant experience leading operational transformation, including process optimisation, automation, scalable operating models, and continuous improvement initiatives;
- Strong understanding of SME customer operations, including billing, debt management, complaints, customer lifecycle management, and regulatory compliance.
What sets us apart?
- Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
- Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritise work-life balance, recognising that your well-being matters.
- Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.
What does hybrid working mean to us?
Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.
What happens next?
Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.
Ready to join us on our journey to digitise, decarbonise, and localise the future of energy? Apply now.
We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs.
Head of Customer Success 12 month FTC in Worthing employer: SmartestEnergy
Join a forward-thinking company at the forefront of energy trading, where as a Junior Trading Analyst, you'll thrive in a collaborative and inclusive environment that values diversity and innovation. With a commitment to employee growth, you'll have access to cutting-edge data platforms and the opportunity to make a global impact while enjoying a flexible hybrid working model. This role not only offers competitive benefits but also positions you to develop your analytical skills and contribute to meaningful projects that shape the future of energy trading.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success 12 month FTC in Worthing
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like SmartestEnergy.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like SmartestEnergy. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Head of Customer Success 12 month FTC in Worthing
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to SmartestEnergy.
How to prepare for a job interview at SmartestEnergy
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in SmartestEnergy's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services SmartestEnergy offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
