UK Head of Customer Care

Purpose

We’re on an exciting growth journey where the service we provide is at the heart of what drives our success. In this role you will lead and manage our customer service teams across the UK. You’ll operate in a fast paced and dynamic environment as you oversee all customer service operations for all customer segments from Consumers to Corporates, ensuring a high level of customer satisfaction and operational efficiency. The ideal candidate will possess a deep understanding of customer service management, a passion for sustainability, and a proven track record of leading diverse teams.

Key accountabilities:

• To develop and implement a customer service strategy that aligns to the business objectives and goals
• To lead, manage and inspire the Customer Service team from hiring, onboarding, training, performance management and professional development
• To deliver an optimal Customer Experience measured via Customer Service KPIs, customer satisfaction, first contact resolution, cost per contact and response times
• To manage all aspects of the Customer Journey that are defined as ‘Service’ and ensure that any tasks that would be best managed elsewhere are adequately relocated
• To deliver a positive customer experience that drives customer satisfaction
• To own and implement plans that drive sales, loyalty and customer retention
• To deliver customer service against a consistent customer journey, ensuring that the customer query is managed through the most effective channel e.g. e.g. Automation, Self Service, Digital FAQs or Agent
• To manage high level customer escalations or complex issues. Developing plans and preparing the team for unexpected customer service challenges
• To use customer insight, particularly from complaints and failures, to optimise the experience and learn from events
• To develop and enforce customer service policies, procedures and standards to ensure consistent high quality service delivery. Ensuring compliance against all relevant regulations, standards and internal policies.
• Identify and implement new technologies, tools and best practices to enhance the customer service operation
• To build a culture of continuous improvement within the service department, where the mindset of our teams drives the next set of opportunities
• To collaborate with other teams to ensure a seamless customer experience
• To manage and work with other parties across Beauparc and external to deliver a great service experience

Areas of responsibility:

Leadership & Team Management:

• Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence, accountability, and continuous improvement
• Manage day-to-day operations of the customer service teams across both residential and commercial divisions, ensuring optimal performance and customer satisfaction
• To onboard and train new members of the team in a way which retains staff and allows them to reach service levels quickly
• Conduct regular performance evaluations and provide coaching and feedback to team members to enhance skills and productivity
• To ensure that each team member feels that they are professionally developing

Customer Experience

• Oversee customer service activities related to Consumer and Business waste services
• To deliver an optimal Customer Experience measured via Customer Service KPIs, customer satisfaction, first contact resolution, cost per contact and response times
• To deliver a positive customer experience that drives customer satisfaction, loyalty and retention
• To deliver customer service against a consistent customer journey, ensuring that the customer query is managed through the most effective channel e.g. Automation, Self Service, Digital FAQs or Agent
• Ensure efficient and effective handling of customer enquiries, complaints, and service requests through various channels (phone, email, online).
• To manage high level customer escalations or complex issues. Developing plans and preparing the team for unexpected customer service challenges
• To use customer insight, particularly from complaints and failures, to optimise the experience and learn from events. Identifying trends and patterns that are positively or negatively impacting the customer experience
• To develop and enforce customer service policies, procedures and standards to ensure consistent high quality service delivery. Ensuring compliance against all relevant regulations, standards and internal policies

Performance Monitoring & Reporting:

• Establish and monitor key performance indicators (KPIs) for customer service operations, including response times, resolution rates, customer satisfaction scores, and team productivity
• Prepare regular reports on team performance, customer satisfaction, and operational efficiency for senior management
• Manage the relationship with third parties, internal and external stakeholders to ensure that customer service performance is of a high standard

Collaboration & Communication:

• Work closely with other departments, such as Operations, Sales, and Marketing, to ensure a cohesive approach to customer service and support
• Act as a liaison between the customer service team and senior management, providing updates on performance, challenges, and opportunities

Continuous Improvement:

• Lead initiatives to identify and implement process improvements, leveraging technology and best practices to enhance service delivery
• Stay up to date with industry trends and emerging technologies to ensure the company remains at the forefront of customer service excellence
  

Experience and Skills:

Essential

• A minimum of 10 years’ experience in Customer Service Management
• Proven experience of managing and leading diverse teams within the service domain that have gained successful results across the short and medium/long term
• Strong understanding of customer service principles, processes and tools
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving skills and the ability to think strategically.
• Strong understanding of service technologies, process mapping, procedures and service culture
• A mindset which is:
• Curious about why things happen the way they do
• Brave to challenge the status quo and create a better future
• Accountable taking action that creates results 
• Valuable – to see activities and where the value can be added to the experience
• Adaptable to a changing way of working

Preferable

• Bachelor’s degree in business administration, Management, or a related field; a Master’s degree is a plus.
• Experience with waste management services (bin collections, skips, etc.) is highly desirable
• Design Led Thinking experience and/or Agile methodology
• Business Improvement / Lean six sigma skill set and/or project management qualification such as APMP or Prince
• Proficiency in CRM software and Microsoft Office Suite.

Join us on the journey…..

Over the past 30 years, Beauparc has continued to grow and acquire businesses that all share a very similar vision and set of values. We’re now a group of almost 3000 people, all contributing to that growth and success.

Beauparc is not just a company, it’s a resource recovery business. Over the past three decades we’ve grown and diversified significantly, we believe that great leadership is rooted in strong values. As leaders within this industry, we’re committed to shaping a better future for our friends, families and communities. Our philosophy remains unchanged, balancing customer satisfaction with environmentally sustainable practices. Exceptional customer service, and unwavering dedication to sustainability are the cornerstones of our business.

Our journey is dependent upon talented, passionate, and dedicated people that constantly strive and challenge each other for better outcomes. 

Take the first step today and join us on the journey……….