Head of Customer Service

1 week ago

London, Greater London, United Kingdom The Bike Club Full time

Introduction

Bike Club offers subscription kids bikes, which you exchange as your children

grow. We are one of the leading consumer circular economy businesses In

Europe and the second largest bike rental business in the world.

You should consider this role if:

  • You possess 6+ years of experience in Customer Service, with a strong

    background in D2C operations, business strategy, process optimization,

    and team leadership.
  • You have a track record of collaborating closely with Senior Leadership

    Teams.
  • You have a vibrant personality with an engaging approach, ready to lead,

    mentor, and champion a team.
  • You thrive in finding new ways of driving loyalty, purchasing intent and

    advocacy.
  • You are driven by the opportunity to make a lasting impact on the

    company's growth trajectory and to inspire a customer-centric culture.
  • You have a proven-track record of using customer service management

    tools (ideally Salesforce Service Cloud) within a D2C environment (ideally

    E-commerce) to exceed business KPI's.
  • Knowledge of Spanish, Netherlands and German customer service is

    advantageous.

About Bike Club

Join Bike Club, where we're revolutionizing the way kids ride with our premium

subscription service for high-quality bikes. It's hassle-free – pay monthly digitally,

and if your child outgrows their bike, you can seamlessly swap it for a larger

model, fostering a circular economy while ensuring your child always has the

perfect fit.

As one of Europe's top circular economy enterprises, boasting over 60,000

members and the world's largest fleet of children's bike rentals, we're making

waves. Our footprint spans from London to Gibraltar, Berlin, Barcelona, and the

Netherlands.

As the Head of Customer Service, you will represent the member experience

across the business, shaping day-to-day customer interactions and streamlining

processes for Bike Club's members. Join us and play a crucial role in Bike Club's ongoing success.

With approximately 120 employees across five markets (UK, DE, NL, ES, AT), our

company is primarily based in London, but you'll witness significant growth in our

European teams and you can expect that occasional travel is a part of this

exciting role.

We want to use our circular model to inspire tomorrow's cyclists. To do this we

aim to be a top three provider of kids bikes In Europe. We want families to be

able to join Bike Club from Barcelona to Berlin to London.

Tasks

What We Are Looking For:

In this pivotal role as Head of Customer Service with a strong European focus,

your primary objective will be to drive profitable growth and operational

efficiency while delivering exceptional service experiences tailored to our diverse

European customer base. You will develop a comprehensive understanding of

our products and their suitability for children's unique needs, leveraging

Salesforce as both a service management and reporting platform.

Reporting directly to the Chief Marketing Officer, you will play a vital role in

collaborating closely with all European teams to ensure cohesive and customer-

centric initiatives that resonate with regional preferences and cultural nuances.

Sharing performance data and fostering collaboration across teams will be

essential components of this role.

We are seeking a leader who can skilfully utilize data insights, including those

from Salesforce and Shopify, to optimize our customer service operations and

enhance the overall user experience across Europe.

Requirements

**What You'll Do:

Customer Service Strategy and Leadership:**

  • Dive deep into understanding our customers' needs, purchase drivers, and

    challenges, devising innovative solutions to create exceptional customer

    service experiences.
  • Collaborate closely with the CMO to establish standardized procedures and

    best practices, ensuring seamless operations that prioritize customer

    satisfaction across all markets.
  • Lead the implementation of Customer Experience advancements aimed at enhancing user journeys and sales conversion, whilst fostering greater engagement with our kids' bike products.
    Training and Performance Management:
  • Develop and deliver comprehensive training programs to empower the

    customer service team, including a robust onboarding programme, to

    provide exceptional support aligned with company values and customer

    needs.
  • Set up key performance indicators (KPIs) and service level agreements

    (SLAs) to measure and continuously improve team performance and

    customer satisfaction.
    Quality Control and Data Integrity:
  • Establish rigorous quality control measures to uphold the integrity and

    reliability of our customer service platforms, ensuring accurate and timely

    support for our young riders and their families.
  • Lead initiatives to maintain data accuracy and validity, ensuring that Bike

    Club management have access accurate and meaningful reporting suite

    covering all aspects of customer service operations.
  • Keep a close eye on backlogs and issue escalations, constantly balancing

    business requirements with our strong desire for positive member

    outcomes.
    Strategic Decision-Making:
  • Utilize data-driven insights to shape strategic initiatives that optimize

    customer service operations and drive efficiency.
  • Leverage analytics to identify process improvement opportunities and

    collaborate with technical and operational teams to add the member

    perspective into relevant projects.
    Leadership and Collaboration:
  • Provide visionary leadership to the customer service team, fostering a

    culture of excellence, innovation, and customer-centricity.
  • Collaborate closely with senior leadership to develop and execute

    strategic initiatives that align with organizational goals and drive

    commercial success.
  • Facilitate cross-functional collaboration to ensure alignment and synergy

    across departments, driving collective efforts towards delivering

    outstanding customer service and achieving business objectives.
    Commercial Awareness:

    Apply commercial acumen to customer service initiatives, aligning strategies

    with broader business objectives and commercial strategies to drive growth and

    profitability in the kids' bike market segment.
Benefits

Benefits

  • 26 days annual leave plus bank holidays. Additional days holiday for every year worked.
  • 3% Pension contributions (salary sacrifice on basic pay)
  • Central London office
  • Flexible working and Work From Anywhere policy in August and Xmas period
  • Regular social events during office hours
  • £30/month discount towards Bike Club subscription and products
  • Cyclescheme
  • Nursery Benefit

Ready to take your career into a higher gear with Bike Club? We're keen to pedal

forward with you on our team

  • Head of Brand

    1 week ago

    London, Greater London, United Kingdom Head Office Full time

    We are currently recruiting for a Head of Brand and Store Experience to join the team on a permanent basis. It's an exciting time at the John Lewis Partnership as we progress with our transformation plan and focus on how we best serve our customers. John Lewis is one of the country's most loved brands and, as a co-owner, is a truly special place to work. ...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Surtio - Interiors Recruitment Agency Full time

    A fantastic opportunity has arisen for an experienced, personable and hardworking individual to join a high end flooring company. A Swedish design company specialising in innovative and sustainable flooring and rug solutions for public spaces.MAIN RESPONSIBILITIES: Direct and manage all activities relating to the delivery of effective customer service Line...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Third Space Support Office Full time

    Third Space is a collection of luxury health clubs in London; we believe in the power of our industry to make a positive impact on people's lives. It's a home for collaborative people with incredible ambition, a growing community that moves each other forward. Tuned into London, we strive to reflect our city's diversity, energy and openness and we know it's...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Membership Full time

    Third Space is a collection of luxury health clubs in London; we believe in the power of our industry to make a positive impact on people's lives. It's a home for collaborative people with incredible ambition, a growing community that moves each other forward. Tuned into London, we strive to reflect our city's diversity, energy and openness and we know it's...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Boden Group Full time

    London £66, days hol + BH Your new company One of the largest family-owned construction, development and property service providers in the UK. Your new role Based at a prestigious office building in London Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customers. Building outstanding working...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom The Bike Club Full time

    IntroductionBike Club offers subscription kids bikes, which you exchange as your childrengrow. We are one of the leading consumer circular economy businesses InEurope and the second largest bike rental business in the world.You should consider this role if:You possess 6+ years of experience in Customer Service, with a strongbackground in D2C operations,...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Propel London Ltd. Full time

    Job Overview VP of Customer Service – GreenTech/ClimateTech Platform £80-120k plus 10% bonus and equity London / Hybrid Job Description ? The Company ? Job Description ? The Company ? My client are a Smart, electric vehicle (EV) charging technology – providing both hardware and software and they're growing at speed in a hot space; green-tech energy...

  • Head of IT Services CV-Library Head of IT Services

    1 week ago

    London, Greater London, United Kingdom HealthSource Chiropractic of North Provo Full time £500 - £600

    Head of IT Services North West – Hybrid 6 month contract Maxwell Bond are working with an organisation in the Healthcare sector, who are looking for a Head of IT Services on a 6 month contract. As Head of IT Services, you'll be required to assess the current security and infrastructure, and implement a strategy to meet industry best practice.Head of IT...

  • Head of IT Services CV-Library Head of IT Services

    1 week ago

    London, Greater London, United Kingdom HealthSource Chiropractic of North Provo Full time £500 - £600

    Head of IT Services North West – Hybrid 6 month contract Outside ir35 – Up to £600 Maxwell Bond are working with an organisation in the Healthcare sector, who are looking for a Head of IT Services on a 6 month contract. As Head of IT Services, you'll be required to assess the current security and infrastructure, and implement a strategy to meet...

  • Head of Customer Services

    1 week ago

    London, Greater London, United Kingdom Stef & Philips Limited Full time

    About Us Choosing to work at Stef & Philips is about more than just having a job. All members of our team share the same goal: to help improve the lives of vulnerable people around the UK, by delivering safe, suitable homes and vital services for the homeless, backed by investors who care. This people-centred ethos is reflected in our company culture; we...

  • Senior Customer Planning Executive

    1 week ago

    London, Greater London, United Kingdom Head Office Full time

    At a glanceThis is a hybrid working role, therefore your time will primarily be split between working from home and the London/ Head Office. However, there will also be an expectation to visit other locations as the need arises.The salary range for this role is set at £33,000 to £49,500Contract typeThis position is a permanent roleAbout the roleWe are...

  • Head of Reservations

    1 week ago

    London, Greater London, United Kingdom Kricket - Head Office Full time

    We are on the lookout for a brilliant Head of Reservations to join our growing Team.You will be responsible for the entire reservations function - from maximising booking covers, and developing relationships with local businesses and concierges, to the overall strategy and implementation of improving our booking systems. You will work closely alongside our...

  • Head of Operations

    1 week ago

    London, Greater London, United Kingdom Churchill Service Solutions Full time

    Head of Operations - Guest Services£60,000 to £70,000 per annum plus 15% annual performance bonus.London Making the workplace a destination_We Put People First so you can Deliver Outstanding ServiceWe are looking for a dynamic, ambitious, and empathetic Head of Operations. The Head of Operations will work at a high pace across multiple geographic locations...

  • Head of Customer Excellence

    1 week ago

    London, Greater London, United Kingdom Dnevo Partners Limited Full time

    Head of Customer Excellence | Full Time Onsite Role A small international bank is currently seeking a Head of Customer Excellence to head up a team. Utilise data analytics and customer feedback to identify trends, pain points, and opportunities for improvement Build and mentor a high-performing customer service team, providing ongoing training and...

  • Head of Customer Service

    1 week ago

    London, Greater London, United Kingdom Acevo Full time £52,000

    Salary: £52,000 per annum, with competitive benefits package, and potential for 'on-target earnings', linked to performance Contract: Permanent Hours: Full time (40 hours per week including one hour lunch break each day) As soon as possible after 1st September 2024 (start date flexible but organisational need is from September)Location: Home-based (travel...

  • Head of Servicing

    1 week ago

    London, Greater London, United Kingdom Corporate Recruitment Solutions Full time

    Main Purpose of the Head of Servicing - Bridging Finance role:To be responsible for the allocation of work, motivation and monitoring of a team of Customer Service Staff, servicing bridging accounts, including arrears management. To demonstrate leadership through technical expertise and effective people management.To be an integral part of the Bridging...

  • Head of Technology Services

    1 week ago

    London, Greater London, United Kingdom Informa Connect of Informa PLC Full time

    Head of Supplier Management - Technology Services & Solutions (TSS) Full-time At Informa , no two days and no two people are the same, and you'll find the freedom, opportunity and support of a fantastic community to make a real impact. We're an international business that connects specialists with knowledge, helping them to learn more, know more and do more...

  • Head of Change

    1 week ago

    London, Greater London, United Kingdom Financial Ombudsman Service Full time

    Looking for a new challenge?Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to applyHead of Change and Continuous ImprovementAre you a leader in culture change, with the ability to drive change within the organisation? then this could be the role youContract: PermanentWorking hours: 35 hours per weekSalary:...

  • Head of Colleague Servicing Applications

    1 week ago

    London, Greater London, United Kingdom Window World of Boston Full time

    Search our opportunities to find your fit Head of Colleague Servicing Applications Job no: Work type: Permanent Full Time Location: Remote - work from anywhere within the UK Categories: Technology Operations Business Unit: Products & Channels Location: Hybrid – remote working with regular travel to either Glasgow, Newcastle or Manchester hub...

  • Head of Estate Services

    1 week ago

    London, Greater London, United Kingdom Royal College of Art Full time

    Founded in 1837, the Royal College of Art is the world's largest community of postgraduate art and design students. It is also the oldest art and design university in continuous operation and has been ranked as the world's number one art and design university for a remarkable nine consecutive years, according to the QS World University Rankings by Subject...