Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • London

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


Lead our internal Customer Services function and develop future vision for the Sales & Service strategy to support business goals and continually improve customer experience, using data and other research tools to identify trends and solidify scope

Build and develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future eve leaders, including application of succession planning at all levels across all teams

Develop and execute implementation strategy to exceed customer experience targets and sales generation goals

Drive the overall performance of the customer service organization: service levels, customer satisfaction, revenue generation and cost reduction

Build and implement a winning culture within Customer Service, with enthusiastic leadership and the ability to communicate and connect with everybody no matter what role someone is in.

Provide a Voice of the Customer feedback loop to the business – identifying opportunities to further embed the vision of Sleep Wellness in to our customer journey and experience and helping the wider business keep the customer at the centre of their thinking.

Operate as a trusted and respected partner with Operations, Marketing, Commercial and other functions to drive innovation in the customer experience and in sales channels

Drive technology-oriented solutions both in-house with our Product team and with external vendors

Present Exec level data with a clear point of view so that insights can be used to help drive business strategy

Analyse team performance to drive improvements in KPIs and close performance gaps.


Example of focus areas:

Root cause analysis of inbound call data to identify main customer problems and prioritize cross-functional efforts at reducing the first contact

Analyse service performance after a call is placed and develop recommendations for call routing, issue handling, resolution types, etc. to reduce follow-on calls and improve customer satisfaction

Work with the Product team to design, pilot, and measure the impact of a new webpage features on customer purchase behaviour

Develop new ideas to “Wow” the customer and measure their effectiveness, such as day of delivery tracking, or new live chat functionalities during the pre-sales process


Requirements


What we’ll love about you


A strong background within start-up’s and/or FMCG/retail environments of leading high performing teams within a Customer Sales & Service operation

A proven leadership track record in building and scaling teams in a high growth environment

Demonstrated experience independently developing a strategy and driving tangible results across teams in an ambiguous environment

Leveraging data from a multitude of sources to tell a story and impact the overarching business goals

An “Operator with Vision” – proven ability to set a strategy with the follow through on tactical implementation and execution of initiatives

Evidence of “startup execution” and a “get it done” attitude when time is tight, and stakes are high

Proven experience and passion for working across functions and with C-level leaders, and bringing together multiple points of view and owning a coherent action plan

A natural communicator both oral and written with experience of negotiating and influencing others across departments tailoring the message dependent on audience

An expert at implementing and utilising enabling technology (i.e. CRM applications) to drive process improvement

Hands on and a passionate leader with excellent interpersonal skills – you build rapport quickly and connect with staff at all levels

A background and experience of managing change within a business

Demonstrated P&L ownership with a track record of driving cost reductions without negatively impacting performance or customer satisfaction

Deep knowledge and experience managing workforce planning, recruiting top talent, and training


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: - Once you’ve passed probation, you’ll receive a free pillow and eve mattress. No more sleepless nights

You’ll also get access to private health insurance with Vitality, which means 24/7 online GPs, access to great medical care, incentive points to get fit/stay fit, and seriously cool discounts. You’ll be signed up to Vitality on completion of probation

A lie-in on your birthday? A celebratory afternoon spent in the pub? We give you a half day’s leave (in addition to your 25 days) on your birthday. How you celebrate, is up to you

Earn those points by getting active at Fitness First. Located underneath the office, there’s no excuses for skipping your workout. If you want to join, you can take advantage of our corporate rate (just £35 per month) - we’ll deduct this from your salary

Fancy finding out what all the fuss about yoga is about? Every Thursday, our lovely Rachel helps us unwind and get fit with an hour’s workout

It might be hump day, but we guarantee a yummy breakfast on Wednesday will leave you re-energised. Served from 9.15am, take 15 minutes to fill your stomachs and catch up with friends

What better way to relax and get to know the team than Friday drinks? We’ll see you in the kitchen at 4pm every other Friday, where the fully stocked beer fridge will be waiting for you

Your development is important to us. Have a goal in mind? Share it with us. We guarantee you’ll learn loads and develop both personally and professionally at eve, but if there’s something specific, speak to your manager and the Head of People

We’re always on the lookout for talented people to join the eve team. Where better to start than friends and family? If you recommend someone for a vacancy, and they are successful in their application, you’ll receive £500 once they complete their 3-month probation

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