Head of Customer Experience and Operations

1 month ago


Glasgow, Glasgow City, United Kingdom Simple Online Healthcare Full time
About the Role

We're seeking a seasoned leader to spearhead our Customer Care function, driving customer satisfaction and scaling operations across multiple markets. As our Head of Customer Service, you'll develop strategies to enhance the customer experience, leading a large and diverse team to deliver exceptional service.

Key Responsibilities
  • Develop and execute a customer-centric strategy, ensuring seamless customer experiences across all touchpoints.
  • Lead, coach, and manage a high-performing customer service team, fostering a culture of customer excellence.
  • Drive customer support from reactive to proactive, anticipating and addressing customer needs before they arise.
  • Collaborate with cross-functional teams to ensure consistent customer experiences across all touchpoints.
  • Optimise customer care processes and systems, leveraging data, automation, and best practices to improve efficiency and scale.
  • Track and analyse key performance metrics, using data to continuously refine the customer journey and drive business performance.
Requirements
  • Proven leadership experience with the ability to motivate and inspire teams to deliver exceptional service.
  • Analytical and data-driven mindset, capable of solving problems and making informed decisions based on insights.
  • Expertise in customer care tools and CRM systems, with a bias toward automation and scalability.
What You'll Love About Working Here

You'll be leading the customer service function in a company that is revolutionising healthcare. With the chance to build and scale a high-performing team, you'll be directly impacting our customers' experience, driving customer success, and helping us deliver exceptional care across multiple markets. Plus, you'll be joining a fast-growing, innovative team that values creativity, data-driven decision-making, and collaborative leadership.

Our Interview Process:
  • Introductory call with our talent team
  • Operational Task
  • Video interview with hiring manager & leadership panel
  • Video interview with CEO, COO and Expert consultant

Salary: £60,000 - £65,000

Location: This role requires a few days a week in the office based in the East End of Glasgow.

  • 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days
  • Extra day off for your birthday
  • Company share scheme
  • Bupa Private Healthcare
  • Income Protection
  • Cycle to Work Scheme
  • My Gym Discounts
  • Company pension scheme
  • Quarterly Team Training and Social Budget
  • Enhanced Maternity and Paternity Leave
  • Rewarding bonus incentive scheme
  • 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.
  • Love2Shop Discount
  • Hybrid working
  • Internal progression opportunities
  • Relaxed dress code

Office extras:

  • Fresh fruit
  • A free coffee machine

The Simple Online Healthcare Promise:

Founded in 2015, we started off as a small pharmacy with big dreams. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you.

Simple Online Healthcare is proud to be an Equal Opportunity Employer.



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