Head of Customer Care

Bolt Energie; Brussel; Sur place; EUR 120 000 - 180 000; Plein temps

Résumé du poste

Bolt Energie in Belgium is seeking a Head of Customer Care to own the performance of Bolt's Care team and help scale it across the Dutch- and French-speaking groups. You will define how Care operates, what we automate, where we deploy people, and how we measure it as part of the Leadership team.

You will own the customer experience, ensure service is excellent and differentiates Bolt from other energy suppliers.

Qualifications

• Proven experience leading large customer care teams.
• Strong focus on delivering excellent customer experience.
• Ability to scale operations and implement AI/process improvements.

Responsabilités

• Own the customer experience and ensure service is excellent and differentiates Bolt.
• Translate team performance into clear targets, follow-up and course corrections.
• Manage the Care budget and P&L, weighing financial and operational impact.
• Translate expected contact volumes into capacity and adjust proactively.
• Define and monitor KPIs; coach and develop the team to perform.
• Analyze survey results and collaborate with other teams to improve the journey.
• Drive improvements in flows, self-service, and AI to enhance efficiency.
• Represent Care in the Leadership team and shape Bolt's strategy.

Connaissances

Leadership

People management

Budgeting

KPIs

Strategic thinking

Outils

CRM software

Forecasting tools

Description du poste

Bolt is the very first energy platform that genuinely wants to make the Belgian power grid sustainable. Through Bolt, you buy your energy directly from local, green producers. From Nico's solar panels, for example, or from Stéphane's hydroelectric plant. That way you know exactly where your energy comes from, and where your money goes.

Why does Bolt do this? Because the energy market isn't transparent today. Traditional suppliers sell grey energy as green and do nothing to make our country more sustainable. Bolt wants to change that.

Ready to go against the current with us?

Your role:

As Head of Customer Care, you make sure every Bolt customer experiences our service as a genuine wow moment. You own the performance of Bolt's Customer Care team and help decide how we scale it, across both the Dutch- and French-speaking teams. You don't just manage - you set the frame: how Care works, what we automate, where we deploy people, and how we measure all of it. As a member of the Leadership team, you defend those choices and help shape Bolt's strategy.

More concretely:

• You own the customer experience at Bolt: is our service truly excellent (are we easy to reach, do we always follow up, does a conversation with us actually feel like talking to real people?) and is it noticeably better than at other energy suppliers? Safeguarding that is your first job.
• You own the results of Customer Care NL & FR, around 20 people, and translate them into clear targets, follow-up and course corrections.
• You manage the Care budget and P&L, weighing the financial and operational impact on Bolt as a business every time.
• You translate expected contact volumes into the right capacity, oversee execution, and adjust proactively when the numbers tell a different story than the plan.
• You watch more than capacity and efficiency. You watch the quality of every customer contact. For you, Care is one of Bolt's USPs, not a cost centre. You're willing to question results when the numbers look fine but the customer experience doesn't, and to act on it.
• You make sure the whole team has clear sight of their own KPIs (CSAT, SLAs, Ambassadorship, Sales) and keeps developing. You lead the team coaches who deliver that day to day.
• You dig into our customer survey results and continuously spot opportunities in the customer journey based on what customers tell us. You work with other teams to take the overall customer experience to the next level.
• You actively look for ways to improve our service and internal processes: better flows, self-service, and AI.
• You're part of Bolt's Leadership team: you represent Care's interests, contribute to company strategy, and work closely with other teams on shared goals.

What we offer:

• A role with real decision-making room in a growing scale-up that makes a positive impact.
• A driven, enthusiastic team with