Head of Customer Care

3 months ago

Glasgow, United Kingdom Powerhouse Fitness Full time

At Powerhouse Fitness, we have an excellent opportunity for a Head of Customer Care to join our Customer Care Team at our Head Office, based in Rutherglen.

As part of the senior management team in the UK, you need to cascade and locally manage Company strategy. Create and maintain a team vision and engage and inspire.

You will be accountable for the end to end Customer journey. You will work with the local management team to ensure the full operations works seamlessly.

The Customer Care Manager lead a team of people who will be the ambassadors for Powerhouse Fitness. Ensuring you have the right team structure, you will ensure the team are sufficiently trained in order to provide first class Customer care.

**Key Responsibilities**
- Own the customer journey and after-care experience from order receipt to delivery/installation, including technical and warranty queries
- Works closely with all sales channels and the operations/product teams to deliver world class service to the customer
- Strategic planning of resources; recruitment, onboarding and continuous development (coaching, mentoring, check-ins)
- Engage, motivate and inspire the team to be the best they can be support continuous growth and development
- Defining service levels and KPIs, both to the customer and internally
- Monitoring service levels of 3rd party logistics providers and collaboration with operations team to maximise efficiencies
- Developing of systems, processes and procedures to deliver the required levels of Customer satisfaction (conducting internal and external research in order to identify best practice)
- Day to day management responsibility of Customer Care team and senior escalation point for all customer issues across the business
- Owning and improving all consumer review metrics
- Attending and contributing to operational and strategic leadership meetings** Who you will work with**:

- Liaising with colleagues in other departments to ensure smooth after sales service, including the diagnostics and parts team. Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues

**You will need**:

- To be calm, confident and enthusiastic
- Be a dynamic, influential and motivational leader
- Confident communication skills, both written and verbal
- A good general understanding of e-commerce ordering and feedback
- Experience of leading a support/customer service function
- A data driven mindset
- Experience in developing and improving processes
- Strong People Management skills
- The ability to improve performance through coaching and/or mentoring

**In return you will receive**:

- Full training
- 30 days per annum paid holiday (inclusive of bank holiday allowance)
- Pension scheme (5% employee, 3% employer)
- Life Insurance (4x annual salary post probationary)
- Generous staff discount (post probationary)
- Access to Perks at Work

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