Head of Customer Care

2 days ago

London, Greater London, United Kingdom Ascom Full time £70,000 - £110,000 per year

At Ascom, we empower healthcare organizations worldwide to deliver exceptional care through smart, connected solutions. Trusted by more than 12,000 hospitals and processing over 800 million alerts annually, our technology enhances patient safety, caregiver efficiency, and operational excellence.

We're now looking for an experienced and visionary
Head of Customer Care Region North
to establish and lead our centralized Customer Care department across Northern Europe.

If you are passionate about service excellence, leadership, and continuous improvement, this is your opportunity to make a real impact in a mission-driven global organization.

Your Role

Reporting to the Head of Service & Operations, Region North, you will:

  • Build and lead a centralized Customer Care department covering Norway, Denmark, Sweden, Finland, the UK, and the Netherlands.
  • Oversee daily operations to ensure efficient, effective, and high-quality customer care.
  • Lead and coach six country-level team managers (overseeing approx. 150 staff in total).
  • Develop strategies to enhance client satisfaction and optimize processes using ITIL best practices.
  • Monitor and drive key performance indicators such as response time, resolution time, CSAT, and first-contact resolution.
  • Collaborate with global peers to align processes and share best practices across regions.
  • Identify opportunities for process automation, standardization, and efficiency gains.
  • Present performance insights and strategic recommendations to senior management.
  • Travel as required to connect with teams and clients across the region.

What You Bring

  • Bachelor's degree in Business Administration, Management, or related field.
  • ITIL Foundation certification (Intermediate or Managing Professional preferred).
  • Proven experience in customer care leadership, ideally in a regional or centralized support environment.
  • Strong background in process optimization, service delivery, and KPI-driven management.
  • Excellent people leadership skills with a passion for developing and empowering teams.
  • Experience with ITSM tools (e.g., ServiceNow, Jira) and SLA/OLA frameworks.
  • Additional CX or service excellence certifications (e.g., CXPA) are an advantage.

Key Competencies

  • Leadership & Coaching: Inspire, develop, and engage cross-country teams.
  • Customer-Centricity: Turn feedback into meaningful service improvements.
  • Process Optimization: Apply ITIL and internal SOPs to drive measurable results.
  • Analytical Insight: Use data to enhance performance and efficiency.
  • Collaboration: Partner seamlessly across R&D, Product, Sales, and Operations.

Why Ascom?

  • Be part of a global leader in healthcare ICT and mobile workflow solutions.
  • Work in a culture that values innovation, integrity, and human impact.
  • Lead a dynamic international team that directly influences patient care and outcomes.
  • Enjoy opportunities for professional growth, leadership development, and global collaboration.

Ready to Make a Difference?

Apply now to join a team that's shaping the future of healthcare communication.

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