Overview
The Head of Customer Care is a senior leadership role responsible for shaping and delivering high-quality, empathetic customer services across the Bee Network. Reporting to the Head of Customer, this role sets the strategic direction for Customer Care, ensuring services are efficient, inclusive and responsive to customer needs. Leading a large, complex operation, you will drive service excellence, build customer trust and lead major transformation, including the Customer Care of the Future. With accountability for performance, outcomes and continuous improvement, this role plays a critical part in ensuring customers receive the right support at the moments that matter most.
Your Role
In this role, you’ll lead a large and high-impact Customer Care operation, shaping how we support customers across the Bee Network. You’ll set the strategic direction for Customer Care, driving performance, quality and continuous improvement across all channels and ensuring customers always receive empathetic service. Leading through change, you’ll play a key role in delivering transformation programmes, including the Customer Care of the Future, while ensuring day-to-day services remain resilient and responsive. You’ll use insight and data to improve outcomes, build a high-performing and empathetic team. You will work with peers across the Customer function to influence senior decision-making to ensure customer needs stay at the heart of everything we do.
For more info see Job Profile below.
Who are we?
Customer Care sits at the heart of the Bee Network, supporting customers in the moments that matter most, from everyday journeys to times of disruption. As the first point of contact for many people using the network, the team resolves enquiries and complaints across multiple channels helping with issues like lost property, refunds, and ticketing queries. What makes this area rewarding is the direct community impact: you’ll help people travel with confidence and ease, and you’ll use frontline insight to shape service improvements as the Bee Network evolves and expands, including bringing Rail integration as well as empowering and developing our brilliant team.
What you’ll bring
The ideal candidate will bring significant senior leadership experience in large-scale, customer-facing operations, with a strong track record of delivering performance, quality and outcomes across multiple teams and channels. They will have experience setting and delivering end-to-end service strategies, leading through transformation and maintaining service continuity during change. A strong focus on people empowerment and development and customer outcomes, including handling complex complaints and driving service recovery, is essential. You will be confident using data and insight to drive improvement, influencing senior stakeholders and building high-performing, engaged teams that deliver empathetic, efficient and resilient customer services.
What we can offer you
This is a permanent role with a salary of £75,370 per annum depending on skills and experience, offering the opportunity to shape the future of Customer Care across the Bee Network. You’ll work as part of a supportive and ambitious Customer & Growth leadership team, with real scope to influence strategy, operations and transformation. The role offers meaningful variety and impact leading a large, high-performing team while driving improvements that directly affect customers and communities. As the network evolves and grows, including rail integration, you’ll play a pivotal role in building a service that is future-ready, customer-focused and trusted, with strong opportunities for personal and professional development.
At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to discuss flexibleworking to help colleagues maintain a healthy work life balance.
Benefits
* Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
* Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
* Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
* Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Qualification criteria may apply, including a minimum employment period.
* Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website.
What\'s next?
If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.
Please note we may close the advert early if we receive a high volume of applications.
NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.
Supporting documents: CG9 Head of Customer Care Job profile
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