Head of Customer Service

SODA has partnered with a leading digital marketplace that seamlessly connects vendors and customers. Our client's innovative platform revolutionises business interactions, offering solutions for sales, marketing, and customer loyalty programs.

They are now seeking a dynamic and experienced Head of Customer Service to oversee all aspects of customer support, ensuring efficient resolution of both B2C (Business-to-Consumer) and B2B (Business-to-Business) customer issues within established Service Level Agreements (SLAs).

This role involves managing a small localised team that works closely with an outsourced service desk, improving customer support methods, and reporting on performance. The Head of Customer Service reports directly to the Head of Operations.

Responsibilities:

• Team Management: Supervise and allocate resources for a local customer service team, coordinating with the outsourced service desk.
• Customer Support Operations: Manage B2C/B2B support, resolve escalated issues, and escalate critical ones.
• Performance Reporting: Collect data, create performance reports, and provide feedback to the Head of Operations.
• Continuous Improvement: Enhance support methods, develop training programs, and implement best practices.
• Customer Experience Management: Ensure quality interactions, analyze feedback, and improve customer satisfaction.
• Collaboration and Communication: Collaborate with other departments and maintain stakeholder communication.

Who We Are Looking For:

• Previous experience with an online food delivery service.
• Experience working within the start-up space (desirable).

The Role:

• Fully remote.
• Up to GBP 40 000, along with a bonus and benefits, including sports event tickets.