Head of Customer Care

Head of Customer Care
Location: Rainham, Swadlincote or Wolverhampton (Open to discuss)
Salary: £90,000 – £95,000 DOE + Plus Car Allowance £6,000
Working Hours: 37.5 

Are you ready to steer the strategic direction of our Customer Care function? We’re on the lookout for an enthusiastic leader who can ensure seamless order management, robust compliance with destruction protocols, and exceptional core application and user administration. This pivotal role demands a passionate individual committed to delivering outstanding customer service and support. You will manage first-line contact and stakeholder engagement, promptly resolving queries and efficiently escalating and rerouting when necessary.
Key Responsibilities:

• Change Management: Lead transformational initiatives to enhance service delivery across both physical and digital workstreams, streamline processes, and implement innovative solutions that drive customer-centric improvements.
• Customer Insights & Analytics: Utilise data, customer feedback, and market trends to identify opportunities for improvement and implement strategies that elevate the customer journey and experience of using our services.
• Leadership & Team Development: Build, mentor, and inspire a high-performing customer experience team, fostering a culture of engagement, accountability, and excellence.
• Service Delivery Excellence: Collaborate with cross-functional teams including operations, marketing, and sales to embed a customer-first mindset across the organisation.
• Customer Advocacy: Serve as the voice of the customer back to the business, ensuring that all initiatives and business decisions are informed by customer needs and expectations.
• Technology & Innovation: Leverage emerging technologies and digital tools to optimise customer interactions and improve service efficiency.
• Digital Adoption – leading customers through digital change supporting the business to transition customers to a self service solution
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure success and continuously improve customer experience outcomes.
• Stakeholder Engagement: Work closely with senior leadership and external partners to drive alignment on customer experience goals and initiatives.

Skills, Knowledge & Experience required:

• Experience: Significant experience in leadership; customer experience; service excellence; or related roles, preferably within retail, hospitality, or a similar customer-centric industry.
• Change Management: Proven ability to lead large-scale transformation projects and implement customer experience improvements in a complex, fast-paced environment.
• Leadership & Influence: Strong leadership presence with the ability to inspire, engage, and influence teams at all levels.
• Customer-Centric Approach: Deep understanding of customer behaviour, needs, and expectations, with a passion for delivering exceptional service.
• Analytical & Data-Driven Mindset: Proficiency in using customer insights, analytics, and performance metrics to drive decision-making.
• Communication & Collaboration: Excellent interpersonal and communication skills, with the ability to build strong relationships and foster collaboration across departments.
• Technology & Innovation: Familiarity with digital customer experience tools, CRM systems, and emerging trends in customer service technology.

About The Company
Restore Plc is an AIM-listed support services company focused on providing services to offices in the private and public sectors. Restore cares for millions of boxes, magnetic media and digital documents in a range of storage settings. Efficiently and cost effectively managing business information in paper and digital form, from hour to-hour retrieval through to end-of-life, confidential disposal, at Restore we are specialists in every step of the data journey.