Head of Customer Care

Job Description

At Powerhouse Fitness, we have an excellent opportunity for a Head of Customer Care to join our Customer Care Team at our Head Office, based in Rutherglen.As part of the senior management team in the UK, you need to cascade and locally manage Company strategy.Create and maintain a team vision and engage and inspire.You will be accountable for the end to end Customer journey.You will work with the local management team to ensure the full operations works seamlessly.The Customer Care Manager lead a team of people who will be the ambassadors for Powerhouse Fitness.Ensuring you have the right team structure, you will ensure the team are sufficiently trained in order to provide first class Customer care.Key Responsibilities

• Own the customer journey and after-care experience from order receipt to delivery/installation, including technical and warranty queries
• Works closely with all sales channels and the operations/product teams to deliver world class service to the customer
• Strategic planning of resources; recruitment, onboarding and continuous development (coaching, mentoring, check-in’s)
• Engage, motivate and inspire the team to be the best they can be – support continuous growth and development
• Defining service levels and KPIs, both to the customer and internally
• Monitoring service levels of 3rd party logistics providers and collaboration with operations team to maximise efficiencies
• Developing of systems, processes and procedures to deliver the required levels of Customer satisfaction (conducting internal and external research in order to identify best practice)
• Day to day management responsibility of Customer Care team and senior escalation point for all customer issues across the business
• Owning and improving all consumer review metrics
• Attending and contributing to operational and strategic leadership meetings Who you will work with:
  • Liaising with colleagues in other departments to ensure smooth after sales service, including the diagnostics and parts team. Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues
  You will need:
  • To be calm, confident and enthusiastic
  • Be a dynamic, influential and motivational leader
  • Confident communication skills, both written and verbal
  • Be adept at using MS office, and be comfortable using email, VOIP telephone system and PC based back office systems
  • A good general understanding of e-commerce ordering and feedback
  • Experience of leading a support/customer service function
  • Experience in developing and improving processes
  • The ability to improve performance through coaching and/or mentoring
  In return you will receive:
  • Full training
  • 30 days per annum paid holiday (inclusive of bank holiday allowance)
  • Life Insurance (4x annual salary post probationary)
  • Generous staff discount (post probationary)
  • Access to Perks at Work
  If this sounds like the ideal role for you, wewould love to hear from you! Click apply and send us your CV andcovering letter.We look forward to receiving your application. #J-18808-Ljbffr