Head of Customer Care

**JOB TITLE**:Head of Customer Care

**LOCATION**:Aylesford, Kent

**WORKING HOURS**:8am - 4.30pm. Office based.

**A little bit about the role**

Are you a natural leader with a passion for delivering exceptional customer experiences? As our Head of Customer Care, you’ll play a pivotal role in inspiring and managing a dedicated team of Customer Care Executives. Your mission will be to support the sales department, build strong customer relationships by understanding their needs, and consistently exceed expectations. You’ll also work closely with internal teams to ensure every customer order is processed accurately and dispatched on time.

If you’re ready to lead with excellence and make a real impact, we want to hear from you

**Some of your key responsibilities**
- Lead the customer care team, ensuring that all customers / internal customers have a positive experience, and deadlines are met.
- Balance team resource, delegating tasks and supporting during holiday/absence.
- Manage department recruitment, inductions and training.
- Set clear performance goals and provide regular feedback to the team through one to ones and appraisals.
- Foster a positive work culture that encourages collaboration, innovation and continuous improvement.
- Provide regular updates to the COO on department performance and key customer service metrics as required.
- Gain a clear understanding of the Customer Care processed and able to support each region as necessary (for example holiday / sickness cover).
- Act as a point of escalation for customer complaints, queries or delays, ensuring timely and satisfactory resolutions.
- Build strong relationships with sales leaders, both UK and internationally) to ensure a joined-up approach to customer service for each country & region.
- Work collaboratively across all departments, to ensure clear communication, efficient workflows & customer expectations are exceeded.
- Review and develop customer care procedures and standards to enhance service levels and improve efficiencies.
- Any other adhoc duties within reason as required by the business.

**Requirements**:

- Demonstrate a confident and positive approach to people management.
- Show commitment to be an inspiring role model who encourages collaboration and constantly striving for continuous business improvement.
- Proven experience in a customer facing position, with a ‘customer first’ mentality.
- Ideally you have working knowledge of Dynamics 365, this would be a huge advantage but is not essential.
- Ability to prioritise.
- Organised, with a sense of urgency whilst maintaining outstanding attention to detail.
- Happy to work to tight deadlines, with the ability to multitask.
- Open minded, with a ‘can do’ attitude.
- Excellent IT skills with competent use of Microsoft Office.
- Excellent written and verbal communication skills.
- You embody our company people values:

- **Teamwork** - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
- **Committed - **Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
- **Ownership**:

- Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes.
- **Positive -** Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
- **Responsive -** React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach.

**Why work for us**

Pineapple is a leader in designing and manufacturing innovative furniture solutions for challenging environments. A family run company started in 1975, Pineapple is now a global business with headquarters in Kent (UK) and offices in France, Germany and the USA.

Pineapple still runs by its original ethos of creating mindfully designed furniture that not only works effortlessly and looks great but also helps foster a calm and supportive environment. Join Pineapple and be part of a team that is dedicated to making a difference through quality, innovation, sustainability and exceptional customer care.

**Benefits**

**What we offer you**
- Proudly featured in The Sunday Times as one of the Best Places to Work 2024
- Competitive pay
- Pension scheme
- Healthcare Cash Plan - You can claim for medical expenses, dentist or optical services, as well as access to 100s of deals and discounts
- 23 days annual leave + UK bank holidays
- Extra day’s leave for your birthday
- Workplace nursery scheme
- On joining we'll plant a tree in your honour
- Regular team socials and events
- Monthly pizza Friday
- Fruit and snacks are provided daily
- Employee referrals bonus scheme
- Recognition of excellence/Employee rewards schemes
- Company volunteering