About Trade Mastermind
Trade Mastermind is one of the UK’s fastest-growing business education and coaching companies for the construction industry. Founded in 2020 by BBC The Apprentice Winner Joseph Valente, we help tradespeople scale from the tools to seven figures and beyond.
- 5,000+ trade business owners trained
- Clients average 370% growth in their first year
- Opening a 20,000 sq. ft. Trade Mastermind University HQ in 2026
- Rapid national scale, new programmes, and continuous digital innovation
We are building a world-class organisation — and now need an exceptional Service Delivery Manager to create a high-performance customer service operation that supports this scale.
The Role
This is a senior operational role responsible for the quality, consistency, and effectiveness of our entire customer service function.
You will be the person who ensures the department delivers fast responses, high accuracy, excellent communication, and a flawless customer experience across all channels.
This is not a maintenance role — it is a build, optimise, lead, and constantly improve role.
Your Core Responsibilities
- Create and execute a customer service strategy that delivers consistently high satisfaction, engagement, and retention.
- Lead and develop the customer service team, setting clear expectations, KPIs, performance standards, and culture.
- Build a department that runs like clockwork, with effective processes, clear workflows, and strong daily management.
- Oversee all service operations including tickets, calls, live chat, inboxes, SLAs, and escalations.
- Introduce and refine customer service processes and operating procedures to reduce friction and boost speed.
- Implement effective feedback loops, surveys, NPS tools, and use insights to improve service quality and experience.
- Drive digital transformation, introducing new tools, automation, and scalable systems that modernise the department.
- Own service delivery KPIs — response times, backlog, CSAT, NPS — and take action early when issues arise.
- Lead on customer escalations to protect customer confidence and brand reputation.
- Collaborate with senior leadership to align service delivery with business growth, product launches, and operational goals.
- Work cross-functionally to make the customer experience seamless from onboarding to programme completion.
This is a role for someone who takes full ownership, brings structure, and loves building operational excellence.
What We’re Looking For
- Experience in a senior customer service, service delivery, operations, or customer experience leadership role.
- A strong operator who is proactive, structured, disciplined, and able to build high-functioning teams.
- Demonstrated ability to improve processes, introduce new systems, and elevate quality.
- A strategic thinker who can also be hands-on when needed.
- Able to interpret data and use insights to drive measurable improvements.
- Experienced in implementing service delivery technology, helpdesk/ticket systems, automation tools, and modern customer platforms.
- High emotional intelligence with the ability to influence and work well with stakeholders at every level.
- Comfortable working in a fast-moving, constantly evolving scale-up environment.
- Experience in coaching, education, business services, or construction is beneficial but not essential.
What You’ll Get
- £60,000–£75,000 base salary depending on experience
- Private Health Insurance & Pension Scheme
- Company Car / Car Allowance (subject to role requirements)
- Full training and continuous leadership development
- Career progression
- Up to 25 days holiday + bank holidays + birthday off
- Access to our brand-new 20,000 sq. ft. Trade Mastermind University HQ and national events
Our Vision
Over the next three years, Trade Mastermind aims to:
- Reach a £100M+ valuation
- Achieve £10M+ EBITDA
- Support 1,000+ trade entrepreneurs annually
- Launch the Trade Mastermind University — the first of its kind globally
- Build the UK’s leading business education ecosystem for trades
Joining now places you at the heart of a major national growth journey — shaping customer service operations that support thousands of businesses.
Ready to Build a High-Performance Service Operation and take full ownership of our customer service operation and build a department that runs with discipline, precision, and excellence.
If you’re ready to take the next step in your career, click Apply Now or send your CV to Kornelija.kalnikaite@trademastermind.co.uk
