Customer Care Lead

3 months ago

Redditch, United Kingdom Mindful Chef Full time

**Customer Care Lead**

**What we are looking for?**

**Responsibilities**:

- Data-Driven Decision Making:Analyse customer service metrics, feedback, and contact data to identify trends, patterns, and areas for improvement.

Develop and maintain key performance indicators (KPIs) to measure and track the effectiveness of customer service initiatives.
Utilise data insights to make informed decisions, optimise workflows, and enhance overall customer satisfaction.
- Collaboration with Product Teams:Work closely with product managers and development teams to understand product functionalities, features, and updates.

Provide customer service perspectives and insights to product teams to improve the user experience and address common customer pain points.
Collaborate on the integration of self-service tools and features within products to reduce the need for customer support interactions.
- Process Optimization:Identify opportunities to streamline customer service processes through automation, technology enhancements, and improved knowledge base content.

Implement strategies to proactively address common customer queries, reducing the volume of incoming support requests.
Continuously monitor and evaluate the effectiveness of implemented changes, making adjustments as needed.
- Training and Development:Develop training programs for customer service representatives to enhance their product knowledge and troubleshooting capabilities.

Foster a culture of continuous learning, ensuring that the customer service team stays updated on product changes and improvements.
- Customer Self-Service Promotion:Design and implement initiatives to encourage and educate customers on self-service options.

Drive awareness of self-service capabilities through various channels, including customer communications, tutorials, and in-product guides.

**Job requirements**:

- Proven experience in customer service management with a focus on data analysis and process optimization.
- Strong analytical skills and proficiency in data analysis tools.
- Experience collaborating with cross-functional teams, particularly product development teams.
- Excellent communication and leadership skills.
- Familiarity with customer service software and CRM systems.
- Ability to thrive in a fast-paced, dynamic environment.

**WHY US?**
- A competitive package that rewards your skills and dedication.
- Flexibility of working from home 1 day of the week
- Be part of a Better Business (B-Corp), making a positive impact on profit, people, and planet.
- Join an award-winning startup backed by the largest food and beverage company globally.
- Experience a workplace that feels like home, complete with free meals, a gym, a vertical farm, and pet-friendly policies.
- Prioritise your well-being with perks like Vitality health insurance, access to learning resources, mental health support, and a generous holiday package (30 days + bank holidays).
- Enjoy a 50% discount on all Mindful Chef products.
- Enhanced policy of 6 months full pay primary parental leave and 6 weeks full pay secondary parental leave.

**Job Types**: Full-time, Permanent

**Salary**: £38,000.00-£40,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site gym
- On-site parking
- Private medical insurance
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Redditch, B98 9DB: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What is your salary expectation?
- Are you able to commute to the working location 4x week?

Work Location: In person

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