Head of Customer Service

4 months ago

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

  • Head of Customer Services

    4 months ago

    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 apply! Head of Customer Services - Contract: Permanent_ - Working hours: 35_ - Salary: _ - From _ - £86,800_ - Reporting to: _ - Director of Customer Services_ - Location: London Docklands or Coventry_ - O_ - ur permanent...

  • Head of Customer Acquisition

    1 month ago

    London, Greater London, United Kingdom HEAD OFFICE Full time

    About the RoleWe are seeking a highly skilled and experienced professional to lead our customer acquisition efforts as the Head of Customer Acquisition. This is a key role within our organisation, responsible for developing and executing a comprehensive customer acquisition strategy aligned with our customer plan and overall brand and customer strategy.Key...

  • Customer Service Representative

    6 days ago

    London, Greater London, United Kingdom King's Head, Roehampton Full time

    About Our Bar Team:We are seeking a skilled and enthusiastic Bar Team Member to join our team at the King's Head, Roehampton. As a Bar Team Member, you will be responsible for delivering exceptional customer service and providing a warm and welcoming experience for our guests.What We Offer:Access to our Career Pathway, Apprenticeships and training and...

  • Customer Service Representative

    4 days ago

    London, Greater London, United Kingdom King's Head, Roehampton Full time

    About Our Bar Team:We are seeking a friendly and outgoing individual to join our bar team at the King's Head, Roehampton. As a key member of our team, you will be responsible for delivering exceptional customer service and providing a warm and welcoming experience for our guests.What We Offer:Access to our career pathway and training and development...

  • Customer Service Resource Coordinator

    3 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer support team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    3 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer support team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    1 month ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer support team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    1 month ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer support team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. This role is responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in to resource management and on target.Key...

  • Customer Service Resource Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. This role is responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in to resource management and on target.Key...

  • Customer Service Operations Coordinator

    2 months ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Operations Coordinator

    2 months ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    2 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    About the RoleWe are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer service team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on target.Key Responsibilities:Manage the Field Service...

  • Customer Service Resource Coordinator

    3 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    3 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    1 week ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionThe Customer Service Resource Coordinator plays a crucial role in managing the Field Service Engineers' resource diary. This position requires excellent customer relations skills, commercial acumen, and the ability to develop and sustain relationships with key stakeholders.Key ResponsibilitiesManage the Field Service Engineers' resource diary...

  • Customer Service Resource Coordinator

    1 month ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. This role is responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in to resource management and on target.Key...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. This role is responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in to resource management and on target.Key...