The Role

This is a full time maternity cover contract, running from July 2024 until August 2025. This role is based at our head office in Richmond. The role will require a mix of office and home based work 3:2.

We’re looking for an enthusiastic Head of Customer Service to join our small but mighty customer service team as maternity cover. You’ll report into the VP of Finance and Logistics, and be responsible for managing our customer service team. You’ll lead customer service recruitment, onboarding and training new team members, and support progression for existing team members. We’re looking for someone hands on - keen to roll up their sleeves and get stuck into the day to day as well as manage the team.

Our customer service team is based in-house and we pride ourselves on being experts of our range - we want to be there to answer any and all customer queries - and do so with a smile on our face. You’ll become an expert in SPOKE products and all things SPOKE, and act as a champion for our customers within the customer service team and across the business.

The role will involve:

• Heading up our small team of Customer Service Champions and running the day to day management of the team
• Maintaining SLAs and ensuring our CSAT remains consistently high
• Building and sharing regular reports updating the wider business on (but not limited to) CSAT, SLAs and NPS results
• Carrying out regular quality checks to ensure we’re always providing world class customer service
• Recruiting, supporting and training newer team members as we grow
• Responding to any escalated emails and tickets where we’ve received a negative CSAT - fortunately these are rare!
• Becoming an expert on our customer and our products
• Troubleshooting issues, and finding smart and practical solutions to any customer queries
• Providing world class customer service, supporting our customers by phone, email, social media, chat and video calls - while you won’t be on tickets all the time, we all get stuck in and help out in busy periods