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Head of Customer Care

Are you interested in joining an established taxi software provider recently acquired by Uber? Are you ready to help build a business that is redefining an industry and launching products that help cement the place of our private hire/taxi operator customers in a global marketplace?

About Us:  

We are Autocab, a leading taxi & private hire booking and dispatch software provider, offering innovative solutions to help businesses go further.  We do this by creating award-winning software and working with our customers and employees to produce solutions that work.  We’re a passionate bunch who challenge the ordinary and bring a creative flair to everything we do. We’re loud, proud and believe in working collaboratively to develop our expertise. Go Further. It’s more than just our motto; it is ingrained into the way we work. It is what we strive for as a business and what we expect for our employees and customers.

The Opportunity:

The Head of Customer Care plays a key strategic role to drive positive customer culture by internally acting as a voice for our customers to influence Autocab's growth.  Managing and reducing customer churn will be at the forefront of this role. You will strive to improve our customer experience using data and insights to develop customer focused solutions and ideas.  You will work closely with our Customer Success team to help them understand key areas of development and strengthen relationships.    

About You:

To succeed in this role you must; 

  • Have experience in a managerial Customer Care role (internal applications are encouraged) 
  • Experience building teams and expanding internationally
  • Strong analysis and leadership leads
  • Be a great communicator who can both; change tone and tact depending on who you are speaking too and build strong, effective relationships with senior stakeholders and teams
  • Enjoy collaborating with internal teams to drive quick resolution of escalated issues 
  • Think commercially and help drive renewals and reduce customer churn  

Responsibilities:

  • Managing at risk customer escalations through to resolve with the help of a technical resource and regular interaction with other departments 
  • Prepare weekly reports for customer satisfaction levels and KPIs for the team. Ensuring all customer views are heard and next steps are provided to improve customer satisfaction  
  • Escalate issues that are impacting the wider customer base and also influencing at risk customers decisions  
  • Managing the onboarding customer care function at a high level to ensure smooth transitions and customer engagement throughout projects  
  • Collating monthly NPS score analysis and identifying areas in the business that we need to improve and areas we are doing well to implement strategies further 
  • Keeping the customer care team focused and supporting them with guidance on how to improve customer satisfaction and add value to their business
  • Processing cancellations and producing monthly reports categorising churn to understand impacts

 

Requirements:

  • 2+ years of managerial experience in a Customer Care role 
  • SaaS experience
  • Reasonable technical understanding 
  • Problem solving experience
  • Great organisational skills

 

Benefits:

  • Competitive Salary 
  • Further qualifications, courses and training if required  
  • The opportunity to work with an award-winning software house 
  • Company pension scheme 
  • Life Assurance - 24/7 life cover, 2x your basic salary
  • 25 days holiday (plus bank holidays) per annum 
  • Bonusly reward and recognition platform 
  • Monthly Uber Eats vouchers and team lunch vouchers
  • Opportunities to progress within the business or within the wider group 
  • Office social area, which includes pool, foosball, and table tennis tables. 
  • 24/7 confidential Employee assistance programme  
  • Regular social events 
  • Hybrid working model

If you are looking for a new challenge and keen to make a difference, come and join the Autocab family!

Pioneering Innovation

Our Culture

 At Autocab we are proud to have established a culture of excellence that resonates with everyone that works here. Pioneering innovation is at the heart of Autocab and has been throughout our 30-year history.   Our mission to transform the transportation industry would not be possible without a talented workforce. We are always searching for the best talent with the mindset to delight customers. We want to work with the best, learn from the best and develop the best.

Social Meets Innovation

Why Autocab?

We laugh hard together, brainstorm harder and work even harder together. At Autocab you will be working with some of the best talent in the UK, from creatives and developers to customer care and sales.   We believe in flexibility, autonomy and the freedom to efficiently do your job and enjoy your life. Policies are in place to ensure employees feel part of the family and supported at work and at home.

Autocab Motto

Go further...

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