At a Glance
- Tasks: Lead and enhance customer experience across two growing dental brands.
- Company: YDS Group, a dynamic parent company of Yorkshire Dental Suite and Smile White.
- Benefits: Competitive salary, performance bonus, and the chance to shape customer service.
- Other info: Join a supportive team with real autonomy and growth opportunities.
- Why this job: Make a real impact on customer experiences and drive service excellence.
- Qualifications: Proven track record in outstanding customer service, ideally in luxury settings.
The predicted salary is between 50000 - 65000 £ per year.
YDS Group is the parent company behind two growing dental and aesthetics brands: Yorkshire Dental Suite and Smile White. Both are built on a simple belief - that the experience our patients and customers have with us should feel exceptional from the very first contact to long after their treatment. As we grow, we're looking for someone to own that experience entirely: to set the standard, measure it, and raise it across both brands.
This is a high-visibility role reporting directly to our CEO. You'll be the person responsible for making sure every interaction with YDS Group feels like the kind of service people remember and recommend.
We're looking for a Head of Customer Experience to take complete ownership of the customer service offering across Yorkshire Dental Suite and Smile White. You'll define what outstanding service looks like for us, put the measurement in place to know how we're doing, and lead the work to keep improving it as we scale.
We'd particularly love to hear from people with a background in luxury hospitality - those who understand instinctively what world-class, high-touch service feels like and know how to build it into the fabric of how a business operates.
Key responsibilities- Own the end-to-end customer and patient experience across both brands, from first enquiry through to aftercare.
- Define the service standards and culture that set YDS Group apart, and embed them across teams and sites.
- Establish clear measurement - satisfaction scores, feedback, reviews, complaints, retention and other key indicators - so we always know how we're performing.
- Use those insights to drive continuous improvement, turning feedback into tangible changes that customers feel.
- Lead, coach and inspire front-of-house and patient-facing teams to deliver consistently exceptional service.
- Design and roll out training, processes and tools that raise the bar and keep it raised as we open new sites and grow.
- Handle escalated or sensitive situations with care, protecting both the customer relationship and the brand.
- Work closely with the CEO and wider leadership to align the customer experience with the group's growth ambitions.
- Champion the voice of the customer at a leadership level, making sure their perspective shapes decisions across the business.
- A proven track record of delivering and improving outstanding customer service, ideally in a premium, high-touch environment.
- Experience setting service standards and building a service-led culture across a team or organisation.
- Strong analytical ability - comfortable defining metrics, reading the data, and acting on what it tells you.
- A natural leader who can motivate teams and raise standards through coaching rather than just instruction.
- Excellent communication and relationship skills, and the confidence to operate at leadership level.
- A genuine passion for service excellence and an eye for the details that make an experience feel special.
- A background in luxury hospitality (premium hotels, fine dining, private members' clubs, luxury retail or similar).
- Experience working across multiple sites, brands or locations.
- Experience in dental, healthcare, aesthetics or another regulated, patient/client-facing setting.
- Familiarity with CRM, feedback and review platforms.
What we offer
- A salary of £50,000 – £65,000 depending on experience, plus a performance-related bonus.
- A rare opportunity to own and shape the customer experience for two growing brands, reporting directly to the CEO.
- Real autonomy and influence - this is a role with a seat at the table and visible impact on the group's growth.
YDS Group is an equal opportunities employer. We welcome applications from all backgrounds.
Head of Customer Experience in Bradford employer: YDS Group
At YDS Group, we pride ourselves on creating an exceptional work environment that fosters growth and innovation. As the Head of Customer Experience, you will have the unique opportunity to shape the service culture across our two esteemed brands in Leeds, supported by a passionate team dedicated to excellence. With competitive salaries, performance bonuses, and a commitment to employee development, we ensure that every team member feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at YDS Group. 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 YDS Group 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 Experience in Bradford
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 YDS Group:Your cover letter is your chance to shine! Tell us why you want to work at YDS Group 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 YDS Group!
How to prepare for a job interview at YDS Group
✨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.
