Head of Customer Service Location: Peterborough (Full-Time, Office-Based) Salary: £60,000 per annum (dependent on experience) Reporting to: Chief Executive Officer (CEO) About Trade Mastermind Trade Mastermind is the UKs leading business education and coaching organisation for the construction and trade industry. Founded by BBC The Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average 370400% business growth. With over 1,000 active academy members, monthly live training events, and multi-year education programmes, we are scaling rapidly from £10M towards £25M revenue. Our mission is simple: To transform trades business owners into world-class entrepreneurs. We operate from our 20,000 sq. ft. Trade Mastermind University Headquarters in Peterborough - the worlds first dedicated university for trades - featuring a 300-person event arena, professional podcast studios, and Cambridgeshires first rooftop business venue. The Role As Head of Customer Service, you will take full ownership of the end-to-end customer journey, from onboarding through to retention and contract renewal. This is a senior leadership role responsible for ensuring exceptional service delivery across all customer touchpoints, while driving retention, customer satisfaction, and long-term value. You will play a key role in supporting the next stage of Trade Masterminds growth by leading a high-performing customer service function. Key Responsibilities Customer Service Leadership Build, lead, and develop a high-performance customer service team Set customer service standards, SLAs, and quality benchmarks Ensure fast, responsive, and solutions-focused support Customer Onboarding Design and oversee a structured onboarding journey Ensure consistency from first contact through to full programme engagement Account Management & Customer Success Oversee Customer Account Management (CAM) to ensure proactive customer care Support customers in achieving results and outcomes from our programmes Retention & Renewals Own customer retention strategy Reduce churn and maximise contract renewals Commercial Growth Support structured upsell and progression pathways in collaboration with Sales Contribute to increasing customer lifetime value (LTV) Reporting & Insight Track and report on key metrics including NPS, retention %, renewals, and LTV Use insight to continuously improve service performance Cross-Functional Collaboration Work closely with Sales, Marketing, Operations, and Finance Act as a customer advocate within the senior leadership team About You Proven experience in customer service, customer success, or operations leadership Background in education, training, coaching, SaaS, or subscription-based businesses (desirable) Strong understanding of retention, churn, and customer satisfaction Confident people leader with experience managing teams and managers Comfortable working in a fast-paced, entrepreneurial environment What We Offer Salary of £60,000 per annum Career progression and leadership development opportunities A fast-growing, entrepreneurial business with a strong performance culture Benefits Company equipment provided Tailored training and development Regular company and team events Health & wellbeing programme Modern office environment Free on-site parking Sponsored training and qualifications Company pension scheme Why Join Trade Mastermind? Work with a nationally recognised brand Make a meaningful impact on thousands of trade entrepreneurs Be part of a business scaling rapidly towards £25M revenue Do work that genuinely changes lives and businesses If youre ready to relight your passion for leadership, customer excellence, and growth -join a team that is shaping the future of the trade and construction industry.