Head of Support and Customer Experience

3 weeks ago


United Kingdom Bloom Procurement Services Ltd Full time

Bloom is an established, sustainability led, fast-growing company that provides a range of services (SoW creation, contract management, payments, invoicing) that support the public sector to deliver social value outcomes at a local and national level. Our purpose is to enable brilliant outcomes today that build a better tomorrow and we are dedicated to creating innovative technology products and solutions that solve real-world problems and make a positive impact on people's lives. We’re recognised as a Sunday Times Best Companies employer 2023 (medium sized) and we pride ourselves on having a supportive culture based on our Trademark Behaviours. Because our people come first , we continuously seek ways to improve our work environment so that everyone has an opportunity to thrive . Some of our initiatives include wellbeing campaigns, learning and development opportunities, anonymous feedback to senior management, mental health first aiders and more. We are looking for a Head of Support and Customer Experience to join us on our exciting journey towards delivering customer excellence

About the role…

In this pivotal role, you'll lead our Support Function and Customer Experience team, driving excellence in customer engagement. Collaborating internally and externally, you'll champion a culture of collaboration and customer success, ensuring smooth interactions and continuous improvement across all touchpoints.

Key accountabilities include:

  • Defining and executing our customer experience strategy, driving continuous improvement and scalability. Increase customer satisfaction and loyalty while influencing broader operational and product development strategies.
  • Collaborating with HR and internal functions to ensure exceptional experiences for both employees and customers.
  • Embedding a customer-centric approach in all aspects of the organisation.
  • Refining and leading our Customer Support approach and processes, both internally and externally.
  • Managing tools like Zendesk
  • Building and mentoring a high-performing team, and drive efficiencies through innovation and automation.
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