Head of Customer Care & Experience

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 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.