Head of Customer Care

About the role

Reporting to the Chief Customer Officer, the Head of Customer Care will lead and transform Mercury’s customer care function on a two‑year fixed‑term basis. The role focuses on simplifying processes, improving service performance and preparing the function for future growth within the energy and telecommunications business.

Key responsibilities

• Lead and develop Mercury’s Customer Care leaders and teams.
• Build a strong service culture centred on customers, care and accountability.
• Improve customer moments across onboarding, billing, payments, moving house, complaints and hardship support.
• Ensure customer issues are resolved quickly, fairly and consistently.
• Manage service performance across channels, including response times, service levels, quality, productivity and cost to serve.
• Provide the right support, training and tools so teams can perform effectively.
• Strengthen priority pathways for urgent or high‑risk customer situations.
• Recognise, prioritise and support medically dependent, vulnerable and hardship customers.

Required profile

• Proven leadership experience in a customer care or contact‑centre environment.
• Track record of driving service improvement and cultural change.
• Ability to manage performance metrics and stakeholder relationships.
• Experience working with vulnerable customer segments.
• Strong communication skills and ability to operate in a fast‑growing energy/telecom context.

Required skills