Head of Customer Support

Settled requires an experienced Head of Customer Support to continue to build and lead their fast growing support function. The current operation provides email and telephone support to customers’ going through the complete home-buying experience from listing their property through to completion. They should be comfortable in an environment that requires flexibility and a pro-active, hands-on approach and have good experience of both scaling and developing a team. Suitable candidates must be able recommend and then implement systems, processes and procedures to ensure continued excellent customer satisfaction is achieved.

Requirements and areas of responsibility

• Proven leadership skills (at least 5 years leading a team)
• Experience of recruiting, developing and growing customer support teams
• Experience of managing external supplier partnerships (selection, negotiation, day-to-day)
• Commit to internal service level agreements
• Identification and tracking of KPI’S
• Develop customer communication best practices and strategy
• Experience of managing a varied customer journey
• Used to providing feedback from customers to Product Development, Marketing and Sales
• Possesses a keen interest in finding creative solutions to difficult problems
• Quick to understand current processes and fully comfortable in owning and recommending improvements
• Develop and manage escalation procedures internally
• Develop the staff cover strategy and requirements for extended hours
• Overall responsibility for the performance and continued improvement of
• NPS, Customer Satisfaction and Trustpilot scores

Systems Experience

TalkDesk, Intercom, Ask Nicely (NPS), Sling.is (Rota Management), TrustPilot.

Familiarity with the following advantageous but not essential: Convey365,
KeyAgent Portal, Rightmove, Zoopla