About the Role

Are you passionate about delivering exceptional customer experiences at scale? Do you thrive in a fast-paced, high-growth environment where innovation, data-driven problem-solving, and creativity is key? We’re looking for a Head of Customer Service to lead and shape our Customer Care function. In this role, you’ll drive customer satisfaction, scale operations across multiple markets, and reimagine how we provide proactive, industry-leading service.

As our Head of Customer Service, you’ll be leading a large and diverse team, developing strategies to enhance the customer experience, and helping us reach our ambitious goal of providing "a differentiating level of care and patient experience at exponential scale" across the UK, Germany, Denmark, Australia, and beyond. This is a fantastic opportunity for a hands-on leader with a track record of success in customer operations, particularly within high-growth online businesses.

What You’ll Be Doing

In this role, you’ll own the customer care strategy, leading a multi-lingual, high-performing team that delivers excellence across all markets. You’ll oversee recruitment, training, and development, ensuring our customer service teams are empowered to delight customers at every touchpoint. You’ll also be working closely with our product and operational teams to optimise the customer journey and ensure it’s both efficient and personalised.

From setting and monitoring KPIs to embedding the latest customer care tools and technologies, you’ll be shaping a data-driven approach to customer service, ensuring we continuously improve the way we support and engage with our users. You’ll play a key role in driving Simple Online Healthcare’s proactive customer care approach, anticipating customer needs and ensuring their experience is nothing short of outstanding.

Key Responsibilities

• Develop and execute the strategy for outstanding customer care across our current four key markets (UK, Germany, Denmark, and Australia).
• Lead, coach, and manage a high-performing customer service team, fostering a customer-first culture.
• Drive customer support from reactive to proactive, anticipating and addressing customer needs before they arise.
• Collaborate with cross-functional teams—product, marketing, operations—to ensure consistent customer experiences across all touchpoints.
• Optimise customer care processes and systems, leveraging data, automation, and best practices to improve efficiency and scale.
• Track and analyse key performance metrics, using data to continuously refine the customer journey and drive business performance.
• Be the voice of the customer, ensuring their needs and feedback are central to product development and company strategy.

What We’re Looking For

• Experience:
• Extensive experience in customer-facing roles, particularly in fast-paced eCommerce or high-growth businesses.
• Proven ability to lead and scale large customer service teams, with a focus on performance, results, and customer retention.
• Strong understanding of customer journeys and how to build, track, and improve them using data and metrics.
• Skills:
• Leadership experience with the ability to motivate and inspire teams to deliver exceptional service.
• Analytical and data-driven mindset, capable of solving problems and making informed decisions based on insights.
• Expertise in customer care tools and CRM systems, with a bias toward automation and scalability.
• Attributes:
• Passion for customer service and a mission-driven mindset to create standout customer experiences.
• A collaborative, cross-functional approach to problem-solving and team-building.
• Entrepreneurial spirit, always seeking new opportunities to drive performance and optimise processes.

Why You’ll Love Working Here

You’ll be leading the customer service function in a company that is revolutionising healthcare. With the chance to build and scale a high-performing team, you’ll be directly impacting our customers’ experience, driving customer success, and helping us deliver exceptional care across multiple markets. Plus, you’ll be joining a fast-growing, innovative team that values creativity, data-driven decision-making, and collaborative leadership.

Our Interview Process:

• Introductory call with our talent team
• Operational Task
• Video interview with hiring manager & leadership panel
• Video interview with CEO, COO and Expert consultant

Salary: £60,000 - £65,000

Location: This role requires a few days a week in the office based in the East End of Glasgow.

Basics you can expect:

• 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days 
• Extra day off for your birthday
• Company share scheme
• Bupa Private Healthcare
• Income Protection
• Cycle to Work Scheme
• My Gym Discounts
• Company pension scheme
• Quarterly Team Training and Social Budget
• Enhanced Maternity and Paternity Leave
• Rewarding bonus incentive scheme
• 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.
• Love2Shop Discount
• Hybrid working
• Internal progression opportunities
• Relaxed dress code

Office extras:

• Fresh fruit
• A free coffee machine

The Simple Online Healthcare Promise:

Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1000 patients per day, making sure they receive their medication safely and on time. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you.

Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.

Ready to make a difference? Apply now!

Simple Online Healthcare is proud to be an Equal Opportunity Employer.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant