Head of Customer Care - Regional Service Leader

Holland & Barrett; York and North Yorkshire; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent housebuilder in the UK is looking for a Head of Customer Care to lead and enhance their customer service operations. The successful candidate will manage a high-performing team and will be responsible for developing a customer-centric strategy, ensuring outstanding service delivery, and improving customer satisfaction scores. Strong leadership, communication skills, and a collaborative approach are essential for this pivotal role that impacts customer experience significantly.

Benefits

Health Care

Life Cover & Contributory Pension

Bonus

Employee Benefits Platform

Qualifications

• Proven track record of leading customer care teams.
• Excellent clear and empathetic communication skills.
• Strong governance and cost control expertise.
• Deep understanding of customer service standards.

Responsibilities

• Lead the Customer Care function ensuring a customer-first culture.
• Manage performance against service level agreements (SLAs).
• Oversee customer complaints and ensure high satisfaction.
• Collaborate with internal functions to resolve issues effectively.
• Drive continuous improvement initiatives within the team.

Skills

Leadership

Communication

Customer-focused mindset

Data literacy

Organizational skills

Tools

Microsoft Office (Excel, PowerPoint)

Job description

A prominent housebuilder in the UK is looking for a Head of Customer Care to lead and enhance their customer service operations. The successful candidate will manage a high-performing team and will be responsible for developing a customer-centric strategy, ensuring outstanding service delivery, and improving customer satisfaction scores. Strong leadership, communication skills, and a collaborative approach are essential for this pivotal role that impacts customer experience significantly.