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
