Head of Customer Success

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.