Head of Customer Service

4 weeks ago

London, United Kingdom Third Space Support Office Full time

Third Space is a collection of luxury health clubs in London; we believe in the power of our industry to make a positive impact on people’s lives.  It’s a home for collaborative people with incredible ambition, a growing community that moves each other forward. Tuned into London, we strive to reflect our city’s diversity, energy and openness and we know it’s only by working together that we will make the biggest impact.


About the Team

The Membership team is integral to our mission to be the best health club in the world. The team focus on Retention and Membership Administration, and they are our Hubspot System Specialists. They are at the forefront of how our members are feeling and provide key data and insights about our member behaviour to guide our Senior Leadership Team in effective decision making.

 

The Head of Customer Service (internally called Head of Membership) requires a strategic, passionate and service oriented team player to lead the Membership team into the future. In this role, you will continuously improve efficiency and service, embedding the foundations for the growth of Third Space. You will deliver with a strategic mindset, exceptional problem-solving skills and your experience in leading customer service teams, keeping our member and team member experience at the heart of everything you do. You will report directly into the Group Sales Director.

 

As a leader, it’s important that you are comfortable being strategic and leading a high performing team, whilst being unafraid to be hands-on when needed in this role.  We encourage the team to work collaboratively and cross functionally, question the status-quo and to strive to improve the member experience.

 

You will lead a team of 14 motivated and passionate people based in our Central Team offices in Soho and Canary Wharf, and you’ll interact cross-functionally with many key stakeholders from around the group. Your main place of work will be our head office in Golden Square.

 

 

Key Deliverables:

 

  • Ensure best in class customer service by empowering the retention and membership administration teams to deliver exceptional service and meet performance targets.
  • Coach your team on solution-oriented and efficient ways of working in a fast paced and demanding environment by acting as a role model. Live and breathe the leadership standard, our team values and Third Space ways of working.
  • Drive efficiency by supporting and championing your team to automate and streamline processes in this phase of rapid growth.
  • Define, analyse, and report key success metrics, identify the business priorities and translate them into actions for your team helping them to further develop and grow, both professionally and personally.
  • Take a leading role in the strategic planning of future team growth and in the actual hiring process.
  • Drive cross-functional projects and discussions with the Operations, Sales, People, Finance and Marketing leadership team, ensuring smooth cross-functional collaboration.

 

 

About you:

 

  • 5+ years of relevant experience in a leadership role in Customer Service or Sales Operations in a matrix environment (preferably in a subscription based or recurring revenue business).  
  • Experienced in building and leading high performing teams in an agile and fast-moving environment.
  • Strong understanding of needs and challenges in our industry and of customer service trends.
  • Excellent communication skills, empathy and curiosity.
  • Proactive and inspiring leader with a diligent, collaborative, organised and reliable working methods and high attention to detail.
  • Data driven personality with a natural desire to constantly re-think, question and optimise the way our membership operation is set up.

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