Head of Customer Care

**Company Description**
We are proud to be the world’s largest and most experienced flower delivery network. Every day, people trust us to deliver their best wishes and sentiments on their behalf. But it’s not just about being the largest - we pride ourselves on being the most personable too. Everyone involved - from our florists, to our delivery drivers, to our Customer Advisors all take care to add that little personal touch.

We’re also proud that so many award-winning florists choose to be part of the Interflora family. Each of our expert florists has a unique blend of skills, creativity and attention to detail that is needed to create every handmade Interflora bouquet.

As a business, we are driven by our Purpose, ‘to make beautiful things happen’ - it’s what drives us every day. We strive to be trusted, personal and special and each and every one of our colleagues contributes to that.

We have a very flexible approach to hybrid working, where our colleagues are trusted to choose how they manage their time and to decide where and how they work - just as long as they come to the office in Sleaford to collaborate and connect with each other on a weekly basis (although many colleagues choose to be in the office much more often than that).

Our colleagues tell us that they love working here and that we have a real ‘family feel’ that makes us a unique and great place to work.

To help drive the delivery of our Purpose, we are recruiting a **Head of Customer Care** to lead the whole of our Customer Care team, providing senior leadership and excellent people skills. Reporting to the Director of Interflora Consumer, the Head of Customer Care will work alongside the Senior Leadership Team and as part of Interflora’s Senior Management Group to lead the delivery of initiatives to improve our customer experience through the Customer Care team.

In this critically important role, you’ll assess and improve ways of working across customer care teams, striving to make our customer care experience as trusted, special and personal as you can while driving good efficiency. You’ll set targets for customer care, driving improved customer experience, leading the company’s strategy for customer care and you will ensure excellent customer care delivery.

This role is a true people leadership role that is all about the customer and the experience that we provide to them. It is about making beautiful things happen for our customers and ensuring that our people within customer care roles live and breathe our purpose in their work.

We expect that many applicants for this role will have a customer service or contact centre background and will also have experience in processes and systems that make for running a good customer care centre, however, we are much more focussed on hearing from inspirational people leaders that know how to get the best from their teams and how to create a culture of customer-first and are committed to helping us to deliver our purpose.
**Qualifications**
In order to perform well in the role, we would expect you to have;
- Strong leadership skills with significant experience in people leadership roles
- An excellent record of developing, mentoring, coaching and inspiring others in their work
- Great interpersonal and communication skills
- A background in being part of leadership teams that work together to drive real improvements in customer experience
- An ability and experience in writing and developing customer-centric strategies
- A customer-first mindset and a deep enthusiasm for improving the customer experience
- Experience of having worked in and run customer service teams
- Budget management skills and experience
- Third-party vendor management skills and experience
- Analysis and insight skills and an ability to work with data and trends

**Additional Information**
The newly refurbished Interflora House is in the heart of Sleaford - a beautiful market town in Lincolnshire. In our amazing newly designed workspace, we have a choice of over 80 ‘hot desks’ and 14 meeting rooms, as well as many different types of work areas to utilise throughout the day - whether that’s our ‘Library’ for some quiet thinking space, our ‘Heartspace’ for a chat over a free freshly-ground coffee, or our ‘Amphitheatre’ for social and collaboration activities. There’s even variety in our 3 main working areas, which include designated quiet desks, a ‘full bloom’ space for noisy, day to day work activities and calls, breakout spaces, meeting pods and conferencing facilities - the choice is yours and it’s all here at Interflora House

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