Head of Customer Service

1 week ago


Remote, United Kingdom minicabit Full time

**About us**

To drive the fast-paced growth of our online marketplace as we transition to Electric Vehicles, we are looking for a **UK-based, innately driven** Head of Customer Service, to lead an existing remote, offshore 24/7 team of Agents. Your primary focus will be on providing outstanding support to our customers and (for live bookings) Cab Operators, resolving issues efficiently and maintaining high customer satisfaction levels. The role can involve working fully remotely in the UK or on a flexible basis from our London office, as part of a small but smart team at a critical point in our growth.

**Our journey so far**:

- Highest rated service in our category on Trustpilot (4.5/5 from 8k+ reviews)
- First app to win investment offers on BBC TV’s _Dragons’ Den_
- 3 times previous winners for ‘Best Ground Transport company’ at Travolution travel tech awards, following previous wins for ‘Digital Business of the Year’ at the National Business Awards and ‘Best Self Booking Tool’ at the Business Travel Awards
- Raised £2m investment from high profile backers including Telefonica O2
- Won six figure investment from Innovate UK during pandemic lockdowns to build innovative, new capabilities to support Electric Vehicles and B2B bookings.

**What you’d be doing**:

- Oversee the real-time, successful fulfilment of cab trips by minicabit’s Cab Operator partners
- Lead a team of Agents, fostering a high-performance work culture, setting performance objectives, conducting regular performance evaluations and delivering constructive feedback
- Oversee the root cause analysis and solutions to any service decrease and recurring and/or complex customer/supplier queries and complaints, ensuring timely and satisfactory resolutions
- Act as an escalation point for critical support issues, resolving them promptly and effectively
- Monitor Customer Service metrics (KPIs, SLAs, NPS) and analyse data, generate reports to identify trends, areas for improvement, and implement appropriate measures to enhance customer satisfaction and advocacy
- Optimise workflows to increase efficiency and customer retention whilst reducing costs, working with Supplier management where relevant
- Stay up to date with industry trends and emerging technologies to identify opportunities for innovation and Customer Service efficiencies
- Work with and feed into marketing campaigns across all channels and platform updates

**This might be a role for you if have**:

- 3+ years of leadership experience managing Customer Success/Operations/Service within a seasonal, real-time travel/mobility B2C e-commerce business
- Leadership experience of a remote, offshore 24/7 customer-facing team in a multi-channel, contact centre environment
- Proven experience of leading a Customer Support team to achieve and surpass targets in key performance areas in terms of ticket resolution, call handling, service levels, customer retention
- Excellent communication skills, both written and verbal English, effective with customers, suppliers, team members and other stakeholders at all levels
- Can-do attitude with a proactive and adaptable mindset, able to work autonomously, prioritise tasks, and manage multiple responsibilities simultaneously
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.

**Salary**: From £45,000.00 per year

**Benefits**:

- Employee discount
- Employee stock ownership plan
- Profit sharing
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Application question(s):

- Are you based in the UK

**Experience**:

- Customer service: 5 years (required)
- Zendesk: 3 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: Remote



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