**Job Title:** Head of Customer Success – North

**Reporting to:** Director of Customer Success

**Location:** Hybrid (Home based with occasional travel to Scotland, NI, North and Midlands)

**Salary:** £70,000 + up to £25,000 annual bonus & car allowance of £4,800 pa.

**Who are we?**

Today, with technology at the very core of its operations, Newcross is one of the UK’s leading providers of temporary nursing and healthcare staffing solutions with ambitions to become the world’s largest nursing platform. By creating a more dynamic, effective and efficient business model that will revolutionise the experience for both colleagues and clients, Newcross wants to redefine excellence in the healthcare industry and continually disrupt the market.

At Newcross, we are passionate about helping our employees realise their career potential. Our DNA is rooted in a relentless pursuit of excellence, where we will encourage you to constantly challenge yourself and break new ground. Join our supportive and collaborative team, where you will have the opportunity to grow and develop your career. Be part of a company that believes nothing is too hard and seeks out exceptional individuals who are driven to facilitate high-quality care. Unlock your potential and embark on a rewarding career journey with Newcross Healthcare.

**Who are you?**

You are someone who combines strategic leadership with a genuine passion for customer success. Your proven ability to build and lead high-performing teams, particularly in digital-first environments, is matched by your talent for analysing data and transforming insights into growth strategies. What sets you apart is your resilience and adaptability in driving transformative change – you know how to balance the human touch of customer relationships with the precision of performance metrics, all while fostering a culture of continuous improvement and excellence. Your leadership style blends emotional intelligence with results-focused accountability, making you not just a manager, but a true ambassador for customer success.

**What will you do?**

_Whilst a comprehensive job description can be provided, below is an outline of the key responsibilities of this role:_

**Leadership**

*   Lead a high-performing regional team to deliver outstanding customer service whilst driving exponential growth and market share
*   Foster a performance-driven culture through effective management of OKRs, training, and development
*   Build a collaborative environment that promotes continuous learning and process optimisation

**Operational Performance**

*   Drive key metrics including hours booked, client retention, and gross margin growth
*   Ensure excellence in customer service delivery and complaint resolution
*   Develop and implement regional growth strategies whilst maintaining quality and satisfaction metrics
*   Manage permanent placement targets and client relationships effectively

**Digitalisation**

*   Partner with Product and Data teams to enhance digital experiences for clients and workforce
*   Drive CRM adoption and data-driven customer management through Zoho and HealthForceGo platforms
*   Ensure optimal utilisation of digital systems and maintain data integrity across platforms
*   Collaborate with digital partners to enhance workforce capabilities and deployment

**General**

*   Drive innovation through cross-functional collaboration

Act as a Brand Ambassador, consistently raising performance standards

**Benefits:**

*   **Pension Scheme**
*   **Training and Personal Development Support**
*   **myHealthPlan:** Access to a virtual GP and mental health support through a “Best on class” Colleague Assistance Programme (EAP)
*   **Perks at Work:** Over 30,000 deals and discounts for your favourite brands across 20 categories including, groceries, fashion, electronics and more.
*   **33 annual leave including bank holidays** (rising to after the first year and increasing with length of service)

**Equality, diversity, and inclusion:**

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us and we will talk to you about how we can assist.

Head of Customer Success

**Dynamic Remote Customer Service Advisor Opportunities – Valentine’s and Mother’s Day Seasons**

Are you a quick learner with a passion for delivering exceptional customer experiences? We’re seeking **dedicated Customer Service Advisors** to support one of our clients during two of their busiest seasons:

*   **Valentine’s Day:** 6–7 shifts between 7th–20th February
*   **Mother’s Day:** 6–7 shifts between 25th March–3rd April

As a key part of the team, you’ll:

*   Communicate with customers across email and phone channels, offering friendly, professional, and efficient service.
*   Solve problems proactively, ensuring customer satisfaction.

**What We’re Looking For:**

*   Self-motivated individuals who excel under pressure.
*   Quick learners with a keen eye for detail and a positive attitude.
*   Team players who can multitask independently but know when to ask for support.
*   Previous customer service is required.

**Role Details:**

*   **Pay:** £13.85 or £12.60 per hour (Living Wage, location-based)
*   **Shifts:** Allocated on a rota, including weekends, from 9am–6pm (one-hour unpaid lunch break).
*   **Remote Work:** Requires a reliable internet connection (minimum 20MB), a personal computer, and headphones with a microphone.
*   **Training:** Online self-service resources, including video tutorials and process guides, provided during the temporary period.

Customer Service Advisor

We are looking for a motivated and customer-focused Guest Services Assistant to join our travel team. This remote position will involve assisting clients with their travel arrangements, ensuring they have a smooth and enjoyable experience from start to finish. This is a great opportunity. If you are passionate about travel and love providing exceptional service, this role is a great fit for you! Key Responsibilities:

*   Assist clients with booking travel services, including flights, hotels, car rentals, cruises, and tours
*   Serve as the main point of contact for clients, handling inquiries, requests, and concerns with a professional and friendly demeanor
*   Provide clients with personalized travel recommendations and itineraries based on their preferences and needs
*   Communicate with travel suppliers to confirm reservations, negotiate upgrades, and secure special requests for guests
*   Resolve any travel-related issues or last-minute changes, ensuring a hassle-free experience for clients
*   Maintain accurate records of bookings, payments, and client interactions
*   Keep up with travel industry updates and destination information to provide expert advice and support to guests

**Qualifications:**

*   Strong communication and customer service skills
*   High attention to detail and excellent organizational abilities
*   Ability to handle multiple client requests and deadlines in a
*   fast-paced environment
*   Problem-solving skills with a focus on client satisfaction
*   Prior experience in travel, hospitality, or customer service is
*   preferred but not required
*   Passion for travel and a desire to help clients create unforgettable experiences

**Benefits:**

*   Remote, flexible work-from-home opportunity
*   Access to exclusive travel discounts and perks
*   Comprehensive training and ongoing support
*   Opportunities for career growth within the company
*   Supportive and collaborative team environment
*   Competitive commission structure with unlimited earnings potential

Please keep an eye on your spam folder in case our emails land there. We want to ensure you don’t miss any important updates from us! Powered by JazzHR 2wTOkRpNpz

Guest Services Assistant (Virtual)

The House of Mercier is excited to offer a fantastic opportunity for technology enthusiasts to join our team as a Customer Service Representative for Cisco. This remote position allows you to work from the comfort of your own home while providing exceptional support to Cisco's valued customers. In this role, you will be responsible for engaging with customers to address their inquiries and ensure they have a smooth experience with Cisco's products and services. We are looking for motivated individuals who possess strong communication skills and a passion for technology. If you are eager to grow your career in customer service and technology, we invite you to apply and become a part of our dedicated team! **Responsibilities**

*   Provide outstanding customer service to Cisco customers through various channels such as phone, email, and live chat
*   Assist customers with inquiries regarding Cisco products, services, and technical support
*   Resolve customer issues promptly and efficiently while maintaining a high standard of professionalism
*   Document all customer interactions accurately to ensure a seamless experience for future engagements
*   Participate in ongoing training sessions to stay current with Cisco's offerings and best practices in customer service
*   Work collaboratively with team members to enhance customer satisfaction and service efficiency

**Requirements**

*   Strong communication skills in English, both verbal and written
*   Experience in customer service is preferred, particularly within the tech industry
*   Basic understanding of Cisco products and services is a plus, but not mandatory
*   Ability to troubleshoot and assist customers with technical inquiries
*   Proficient in using customer service platforms and general computer applications
*   Strong problem-solving skills and a customer-centric approach
*   Ability to work independently and manage time efficiently in a remote work environment
*   Flexibility to work various shifts, including evenings and weekends if needed

**Benefits**

*   Health Care Plan (Medical, Dental & Vision)
*   Retirement Plan (401k, IRA)
*   Life Insurance (Basic, Voluntary & AD&D)
*   Paid Time Off (Vacation, Sick & Public Holidays)
*   Family Leave (Maternity, Paternity)
*   Short Term & Long Term Disability
*   Training & Development
*   Work From Home
*   Free Food & Snacks
*   Wellness Resources
*   Stock Option Plan

Customer Service Representative For Cisco - Work Remote

Working within the Customer Support & Operations Team of ambitious InsurTech firm, this role responds to customer enquiries regarding quotations, new business, renewals and existing policies via telephone, email and live chat. This role is home-based (must be UK) and includes a well-structured training program which is normally completed within the agent's first few months. There will be a requirement for some of this training to be conducted in the Company's office in Rainham, Essex (RM13 8EU). Training and development is regularly provided to ensure the best service to our amazing customers through routine audit checks and bespoke training sessions. Applications will be reviewed in early January with training intakes starting from mid-February 2025. Working hours are 8am - 4pm or 10am - 6pm (selected by the successful candidates). Applicants must have experience in working remotely in a similar role. Responsibilities include:

*   To achieve all Service Level Agreements across all channels including calls and chat including achievement of expected customer satisfaction levels
*   Consistently achieve Key Performance indicators and individual targets/objectives
*   To administer policies and issue documentation within service standards
*   Be motivated to deliver service excellence at all times
*   To support the Customer Care team in achieving company's business goals
*   Optimise new business by increasing conversion and retention rates through exceptional customer service
*   Reporting and analysis on key metrics
*   Work to achieve Service Level Agreement (SLAs) across all channels
*   Actively look for ways in which can improve our service to customers and become more efficient and enhance our delivery of service
*   Actively seek customer feedback, analyse trends, identify customer friction points and make recommendations for potential process improvements / platform enhancements
*   Ensure that you are fully conversant in contract terms and raise any areas of non-compliance to the Customer Care Manager or your Team Leader
*   Identify any regulatory, contractual or data protection breaches and escalate to relevant persons
*   Achieve minimum of 15 hours CPD per year and ensure your team meet requirements
*   Apply and ensure General FCA and other appropriate regulatory requirements are followed when undertaking general insurance business
*   Ensure compliance with ICOBS rules
*   Build and promote strong, long lasting customer relationships by understanding their needs and delivering a premium customer experience
*   Build relationships within the team and create positive culture

**Requirements** This role will suit some who has/is:

*   Previous experience in a remote, call-handling role
*   Previous experience in a regulated industry and working within consumer duty principles
*   Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customer
*   A positive team player who contributes to team meetings and discussions, displays a positive can-do attitude and shares knowledge and helps colleagues
*   Reliable and always behaves with utmost integrity
*   A brilliant listener who actively listens to the needs of customers, shows empathy and summarise information clearly
*   Professional and acts with discretion and confidentiality
*   Treats customers fairly and ensures Wrisk complies with the Customers Best Interest Rule
*   Trustworthy, ethical, honest

Customer Care Agent - Remote

Hi, I'm Samuel. I'm ready for job part or full time

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