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For Companies At a Glance
- Tasks: Lead a high-performance customer service team and enhance the customer journey.
- Company: Join Trade Mastermind, the UK's top business education organisation for trades.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Be part of a rapidly growing company with unique facilities in Peterborough.
- Why this job: Make a real impact by transforming trades business owners into successful entrepreneurs.
- Qualifications: Proven leadership skills and a passion for exceptional customer service.
The predicted salary is between 60000 - 60000 £ per year.
Location: Peterborough (Full-Time, Office-Based)
Salary: £60,000 per annum (dependent on experience)
Reporting to: Chief Executive Officer (CEO)
About Trade Mastermind
Trade Mastermind is the UK's leading business education and coaching organisation for the construction and trade industry. Founded by BBC The Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average % business growth. With over 1,000+ active academy members, monthly live training events, and multi-year education programmes, we are scaling rapidly from £10M towards £25M+ revenue. Our mission is simple: To transform trades business owners into world-class entrepreneurs. We operate from our 20,000 sq. ft. Trade Mastermind University Headquarters in Peterborough - the world's first dedicated university for trades - featuring a 300-person event arena, professional podcast studios, and Cambridgeshire's first rooftop business venue.
The Role
As Head of Customer Service, you will take full ownership of the end-to-end customer journey, from onboarding through to retention and contract renewal. This is a senior leadership role responsible for ensuring exceptional service delivery across all customer touchpoints, while driving retention, customer satisfaction, and long-term value. You will play a key role in supporting the next stage of Trade Mastermind's growth by leading a high-performing customer service function.
Key Responsibilities
- Customer Service Leadership
- Build, lead, and develop a high-performance customer service team
- Set customer service standards, SLAs, and quality benchmarks
- Ensure fast, responsive, and solutions-focused support
- Design and oversee a structured onboarding journey
- Ensure consistency from first contact through to full programme engagement
Head of Customer Service in Cambridge employer: Trade Mastermind
Contact Detail:
Trade Mastermind Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Cambridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to current employees at Trade Mastermind. A friendly chat can open doors!
✨Tip Number 2
Prepare for the interview by researching Trade Mastermind inside out. Know their mission, values, and recent achievements. This shows you’re genuinely interested and ready to contribute to their growth.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've built and led high-performing teams in the past. We want to see how you can elevate customer service at Trade Mastermind!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of Customer Service in Cambridge
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about helping others and are excited about the role at Trade Mastermind.
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Service position. Highlight relevant experience and skills that align with our mission to transform trades business owners into world-class entrepreneurs.
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you're the perfect fit for this role. Be specific about how your past experiences have prepared you to lead a high-performing customer service team and drive customer satisfaction.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Trade Mastermind
✨Know the Company Inside Out
Before your interview, dive deep into Trade Mastermind's mission and values. Understand their unique position in the construction and trade industry, and be ready to discuss how your experience aligns with their goals. This shows genuine interest and helps you connect your skills to their needs.
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past where you've built and led high-performing teams. Highlight specific challenges you faced and how you overcame them to drive customer satisfaction and retention.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of scenarios where you had to manage difficult customer interactions or improve service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the current challenges the customer service team faces or how success is measured in this role. This not only shows your enthusiasm but also gives you valuable insights into the company culture and expectations.