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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, career progression, health programme, and modern office perks.
- Why this job: Make a real impact on thousands of trade entrepreneurs and drive business growth.
- Qualifications: Proven experience in customer service leadership and team management.
- Other info: Be part of a fast-growing company with exciting development opportunities.
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 370–400% 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.
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
- Customer Onboarding
- Design and oversee a structured onboarding journey
- Ensure consistency from first contact through to full programme engagement
- Account Management & Customer Success
- Oversee Customer Account Management (CAM) to ensure proactive customer care
- Support customers in achieving results and outcomes from our programmes
- Retention & Renewals
- Own customer retention strategy
- Reduce churn and maximise contract renewals
- Commercial Growth
- Support structured upsell and progression pathways in collaboration with Sales
- Contribute to increasing customer lifetime value (LTV)
- Reporting & Insight
- Track and report on key metrics including NPS, retention %, renewals, and LTV
- Use insight to continuously improve service performance
- Cross-Functional Collaboration
- Work closely with Sales, Marketing, Operations, and Finance
- Act as a customer advocate within the senior leadership team
About You
- Proven experience in customer service, customer success, or operations leadership
- Background in education, training, coaching, SaaS, or subscription-based businesses (desirable)
- Strong understanding of retention, churn, and customer satisfaction
- Confident people leader with experience managing teams and managers
- Comfortable working in a fast-paced, entrepreneurial environment
What We Offer
- Salary of £60,000 per annum
- Career progression and leadership development opportunities
- A fast-growing, entrepreneurial business with a strong performance culture
Benefits
- Company equipment provided
- Tailored training and development
- Regular company and team events
- Health & wellbeing programme
- Modern office environment
- Free on-site parking
- Sponsored training and qualifications
- Company pension scheme
Why Join Trade Mastermind?
- Work with a nationally recognised brand
- Make a meaningful impact on thousands of trade entrepreneurs
- Be part of a business scaling rapidly towards £25M+ revenue
- Do work that genuinely changes lives and businesses
If you’re ready to relight your passion for leadership, customer excellence, and growth - join a team that is shaping the future of the trade and construction industry.
Head of Customer Service in Peterborough employer: Trade Recruit
Contact Detail:
Trade Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Peterborough
✨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 potential colleagues or mentors. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially since Trade Mastermind is all about transforming trades business owners. Tailor your answers to show how you can contribute to their growth and customer service excellence.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience in customer service and how it aligns with the role of Head of Customer Service. Highlight your leadership skills and any successful strategies you've implemented in the past that could benefit Trade Mastermind.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Trade Mastermind team. Let’s make this happen together!
We think you need these skills to ace Head of Customer Service in Peterborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Service role. Highlight your experience in customer service leadership and how it aligns with our mission at Trade Mastermind.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve driven customer satisfaction and retention.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only qualified but also a great fit for our culture. Share your passion for customer service and how you can contribute to our growth.
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 don’t miss any important updates from our team!
How to prepare for a job interview at Trade Recruit
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey that Trade Mastermind offers. Understand how onboarding, retention, and account management work together to create a seamless experience for customers. This knowledge will help you demonstrate your ability to lead and improve these processes.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully built and led high-performing teams in the past. Be ready to discuss your leadership style and how you motivate your team to achieve exceptional customer service standards. Highlight any specific metrics or achievements that showcase your impact.
✨Understand the Metrics
Brush up on key performance indicators like NPS, retention rates, and customer lifetime value. Be prepared to discuss how you would track and report on these metrics to drive improvements in customer service. Showing your analytical side will impress the interviewers.
✨Emphasise Cross-Functional Collaboration
Trade Mastermind values collaboration across departments. Think of examples where you've worked closely with sales, marketing, or operations to enhance customer satisfaction. Discuss how you can be an advocate for customers within the senior leadership team, ensuring their voices are heard.