Head of Customer Service

London, England, United Kingdom · Customer Experience

Description

Calling all dreamers

We are on the lookout for a talented Head of Customer Service to lead the growth of our Customer Service & Sales team.

Reporting to our Director of Operations you will act as a key contributor to shape the overall business strategy and provide critical support in our mission to deliver Sleep Wellness to all our customers.


What’s the deal?

As a Head of Customer Service you will act as a key contributor to shape the overall business strategy and provide critical support in our mission to improve the nation’s health and happiness through sleep wellness.


You will manage the complete customer journey - everything from pre-sales support in selecting the right mattress/bedding/pillows for each customer’s specific needs, all the way through to post-sales support regarding delivery, returns etc.


As Head of Customer Service you will be in a significant leadership role at eve and be pivotal in driving and implementing a customer obsessed culture. Through innovative, proactive and creative leadership, you will deliver improvements to the customer journey across all touch points both over the phone and digital.


You will be the leader of pilots to test & learn and share insights to adapt our customer experience strategy. You will also provide clear and visible leadership, identifying significant enhancements to the end to end customer experience through improvements to the customer journey, our internal operational model and associated processes.


We are passionate about recruiting an exceptional leader who has a strong background in managing high performing customer facing teams that deliver outstanding customer service with efficient and effective use of resources.


The day to day stuff

Example of focus areas:


Requirements

What we’ll love about you


Benefits

What you’ll love about eve


Aside from the role, the people and the office, we have a few other things that make eve a pretty amazing place to be: -

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