Head of Customer Service
Core
Strategic and operational leadership role overseeing a large, multi-site customer service function to deliver high-quality services and drive operational excellence.
Role type
Senior IC customer service leader (Head of Customer Service)
Builds
Customer service operations and strategies across multiple locations
Domain
Public sector / Cemetery and memorialisation services
Deliverable
dashboards & analysis
Required skills
Strategic planning, operational performance management, team leadership and development, workforce planning, stakeholder management, conflict resolution, compliance and governance, financial acumen, change management
Preferred skills
Experience in regulated environments, report writing, analytical skills, commercial acumen
Technologies
None stated
Responsibilities
Lead and execute customer service strategies; Drive customer experience improvements through innovation and process optimisation; Manage operational performance and financial outcomes; Lead, coach, and develop leaders and teams; Oversee workforce planning, recruitment, and succession planning; Monitor service delivery metrics and leverage customer insights; Manage complex customer matters and escalations; Ensure compliance with governance and quality assurance requirements
Seniority
Executive, strategic & operational leadership