At a Glance
- Tasks: Lead and enhance the member experience across multiple channels.
- Company: Purpose-driven logistics organisation focused on continuous improvement.
- Benefits: Competitive salary, discretionary bonus, flexible working environment.
- Other info: Join a supportive team dedicated to innovation and growth.
- Why this job: Make a real impact on how members engage with the organisation.
- Qualifications: Proven leadership skills and experience in customer care.
The predicted salary is between 60000 - 75000 £ per year.
An established, purpose-driven logistics organisation is seeking a senior leader to take ownership of its member experience and lead its next phase of development. This is a strategic role with broad scope, combining leadership of a multi-channel service function with responsibility for shaping how members engage with the organisation over time. The organisation offers a supportive and collaborative working environment, along with flexibility and a genuine commitment to continuous improvement. This is an opportunity to take on a visible leadership role and have a clear, lasting impact on how members experience the organisation day to day.
You will be accountable for the overall quality of the member journey, from initial onboarding through to ongoing support and retention. The focus is on creating a more responsive, insight-led approach that improves satisfaction, strengthens engagement and reduces attrition, while ensuring the operation remains efficient and scalable. Put simply, you will be responsible for making sure the experience lives up to the organisation's ambition.
Key aspects of the role include:
- Leading and developing a multi-channel member support function with responsibility for service quality and performance
- Shaping and evolving the end-to-end member journey to better meet changing needs and expectations
Head of Customer Care (Permanent) in London employer: TRIA
As a purpose-driven logistics organisation, we pride ourselves on fostering a supportive and collaborative work culture that prioritises employee growth and development. Our commitment to flexibility and continuous improvement ensures that our team members can thrive in their roles while making a meaningful impact on the member experience. Join us to lead a dynamic multi-channel service function and shape the future of member engagement in a role that offers both challenge and reward.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care (Permanent) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TRIA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TRIA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Care (Permanent) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TRIA:Your cover letter is your chance to shine! Tell us why you want to work at TRIA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TRIA!
How to prepare for a job interview at TRIA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
