Customer Care Lead

The Role: As Global Customer Care Lead, you’ll be the driving force behind our commitment to delivering world-class customer service. In this pivotal role, you will oversee the customer complaint process, ensuring a seamless and consistent approach across all international operations and distribution partners. Your leadership will guarantee that complaints are resolved quickly and effectively, and you'll provide valuable feedback to help continuously improve our products and services. With the future of our customer service journey in your hands, you'll have the opportunity to shape and refine processes, enhance awareness of our services, and leave a lasting impact on customer satisfaction globally What You’ll Do: Lead with Excellence: Spearhead the implementation of a consistent complaint handling process across the business, ensuring a top-tier customer experience. Be the Voice of the Customer: Cultivate strong relationships with all entities, acting as the ‘go-to’ expert for customer concerns and ensuring seamless service delivery. Resolve with Precision: Take charge of addressing customer complaints, ensuring they’re resolved swiftly and to the highest satisfaction. Collaborate Across Teams: Work closely with sales, operations, and customer service, bridging gaps and ensuring a smooth, integrated customer journey. Drive Product Improvement: Provide valuable feedback to the Quality team, using customer insights to continuously evolve and enhance our product offerings. Elevate Our Services: Manage field-based teams' schedules efficiently, and help raise awareness of our Recoat and Refit services, transforming them into profitable, chargeable offerings. What We’re Looking For: Complaint Handling Experience: Previous experience in managing customer complaints, with a track record of swift and effective resolutions. Analytical & Problem-Solving Skills: Strong ability to analyze issues and find innovative solutions that benefit both the customer and the company. Leadership & Team Management: You’ll need to inspire, lead, and manage teams, driving them to consistently deliver outstanding service. Exceptional Communication: Outstanding verbal and written communication, with the ability to negotiate and engage with a range of stakeholders at all levels. Commercially Savvy: A keen understanding of business goals and a strategic mindset to balance customer satisfaction with commercial success. Construction based knowledge is preferred but not essential. Salary: 45k - 50k depending on experience. Why us? Join a Rapidly Growing Brand: Be part of a company that’s not just growing but thriving internationally. Impact Global Customer Service: Your work will influence how we deliver customer care worldwide, shaping our reputation and success. Career Development: We invest in your growth with opportunities for progression and professional development. Be Part of a Winning Team: Join a passionate, dynamic family business with a collaborative, inclusive culture where your contributions are truly valued. Ready to take the next step in your career and lead customer care on a global scale? If you have a passion for delivering excellence and are eager to contribute to our global success, we’d love to hear from you

Location: Coventry, GB

Posted Date: 2/7/2025