At a Glance
- Tasks: Lead and develop a high-performing customer service team to enhance client experience.
- Company: Join Zendbox, a fast-growing company transforming the fulfilment landscape.
- Benefits: Competitive salary, career development, free food, and paid birthday leave.
- Other info: Dynamic culture with opportunities for growth and collaboration.
- Why this job: Shape the future of customer service in an ambitious and innovative environment.
- Qualifications: Proven leadership in customer service and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We're scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.
The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency.
With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.
- Design and deliver a high-performing customer service strategy aligned with business goals.
- Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers.
- Build, recruit, and scale a high-performing team with clear objectives and KPIs.
- Leading and inspiring the team to create a proactive, customer-first culture.
- Drive customer satisfaction and retention by continuously improving service levels.
- Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries.
- Partner with Sales, Operations, and Tech to elevate and resolve complex customer issues.
- Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
- Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
- Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs).
- Support onboarding of major clients by ensuring smooth handover to the service team.
- Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
- Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.
Key Deliverables
- Implementing a solution where we can sell our contact centre services to existing customers.
- Create and maintain a world-class customer service operation.
- Ensure all customer service KPIs are met or exceeded.
- Develop talent within the team to foster growth and accountability.
- Improve resolution times and customer satisfaction scores across channels.
- Drive inter-departmental alignment around customer needs.
Skills and Experience Required:
- Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team.
- Strong understanding of customer service technology (e.g. ticketing systems, CRMs).
- Data-driven mindset with the ability to extract insights and act on them.
- Excellent communication, negotiation, and stakeholder management skills.
- Proactive, hands-on leader with a 'can-do' attitude.
- Scale up experience and experience of working with small teams essential.
- Minimum 5 years in customer service roles, including 2+ years in management or strategic role.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong planning, organisational, and prioritisation skills.
Competitive salary between £50,000 – £60,000 per annum. Career development opportunities and ongoing training. On-site parking. Supportive and collaborative work culture. Paid Birthday leave. Free food and drinks.
Head Of Customer Service in Royal Tunbridge Wells employer: zendbox
At Zendbox, we pride ourselves on being an exceptional employer that fosters a supportive and collaborative work culture, perfect for those looking to make a meaningful impact in customer service. As the Head of Customer Service, you will have the opportunity to build and lead a high-performing team while enjoying competitive salary packages, career development opportunities, and unique perks like paid birthday leave and free food and drinks. Join us in shaping the future of customer experience in a fast-paced, ambitious environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Service in Royal Tunbridge Wells
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at zendbox. 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 zendbox 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 Service in Royal Tunbridge Wells
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 zendbox:Your cover letter is your chance to shine! Tell us why you want to work at zendbox 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 zendbox!
How to prepare for a job interview at zendbox
✨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.
