Head of Customer Service

A top employer is now accepting applications for this role. Position Overview: - Direct and manage all customer service activities. - Oversee daily operations of the customer service department. - Handle complex and escalated customer issues. - Set performance targets and monitor service delivery outcomes. - Develop and implement customer service policies and procedures. - Analyze customer feedback and service data to identify improvement areas. - Manage budgets, resource planning, and staffing levels. - Monitor and report performance metrics (e.g., CSAT, response times). - Recruit, train, mentor, and evaluate customer service managers and representatives. - Liaise with other departments to support customer-related processes. - Ensure consistent, high-quality customer service delivery. - Maintain strong relationships with key customers or stakeholders. - Establish service level agreements (SLAs) and standards. - Oversee implementation of service improvement initiatives. - Ensure compliance with regulatory and internal policies. - Prepare regular reports for senior leadership. Skills: & Abilities - Strong leadership and team management. - Excellent communication and interpersonal skills. - Analytical thinking and decision making. - Problem-solving under pressure. - Ability to drive performance through data and metrics. Typical Requirements - Bachelor’s degree, Master's degree (Business, Management, or related field preferred). - Several years of experience in customer service leadership. - Experience with KPI tracking and service improvement.