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Head of Customer Service

Job Posted: 9 days ago

Salary: £ 60,000 - 60,000 / Annum
Job Type: Permanent
Location: Peterborough, Cambridgeshire

Expire in: 19 days

Job Description

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 UK’s 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 370–400% 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 world’s first dedicated university for trades - featuring a 300‑person event arena, professional podcast studios, and Cambridgeshire’s 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 Mastermind’s 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 you’re 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

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Head of Customer Service job near me in Peterborough, Cambridgeshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!