Head of Customer Care

Job Description

Do you want to work for a growing, disrupter brandWould you live to work in a fun, flexible, mission orientated environmentWould you enjoy working in a brand, where you can carve your own development pathDo you want to bring your well-behaved doggy to the officeThe Purpose: This is an incredible business who are passionate about enhancing the lives of our pets. They have achieved some phenomenal success so far and are set to double in size this year. The career path here isn’t carved out for you but you have the tools to doit yourself. You will be leading a small, but perfectly formed team in a multi-channel contact centre team, where you will build, develop and enhance the strategy. You will aim to deliver exceptional Customer Service whilst reducing customer effort and operatingcosts.Sound interestingThe Business: A subscription-based, D2C, E-Commerce business offering high quality, great value products that really stand out in the market. You will join your team 3 days a week in their offices to the South West of Leeds. You will enjoy working in an office with dogsas there is an equal dog to human ratio.The Role: As the Head of Customer Care, you will be responsible for building the strategy for the customer care department, aimed at reducing the volume of contact per order, identifying/ fixing any issues in the customer journey and driving a high-performance culturewithin the Customer Care team and Outsourced Vendor Partner. You will ensure the team is well resourced, well trained and super engaged with the business mission, with a deep understanding of their role within it.You will work closely with senior, cross-functional stakeholders to identify and eliminate any issues negatively impacting customer experience. You will leverage technology (high quality tech stack in place already and able to expand if needed), and peopleto drive best in class experiences for customers whilst reducing cost.As the Head of Customer care, you will:

• Be highly analytical with the ability to utilise data to identify areas for change, development and growth
• Have led a multi-channel contact centre/ customer care team within a D2C environment, a subscription-based business would be incredible but not necessary
• Be a strong people leader with the proven ability to build a high-performance contact centre environment
• Build robust business cases that align with the business aims of delivering exceptional customer experiences, whilst driving operational efficiency and reducing cost
• Have experience using/ deploying AI
• Be aligned with the business mission to improve the health and happiness of dogs!
• Travel to the office 3 days per week. Ideal commute from Leeds, Bradford, Halifax, Huddersfield or Wakefield

What’s on offer:

• Salary: £45,000 - £55,000
• Bonus: 10% based on company performance
• Free food for your dog
• Dog friendly office
• 3 days per week in the office
• 33 days holiday (flexible bank holidays, if you want the UK holidays have them, if you want to use them elsewhere feel free!)
• Flexible working hours

Required skills

• Artificial Intelligence
• Contact Centre
• Customer Contact
• Data Analysis
• E-commerce
• Operational Efficiency
• Vendor Management
• CRM databases
• D2C
• Multi-Channel