Head of Customer Service

Head of Customer Service

Summary

Our client is seeking a dynamic leader to manage the day-to-day operations of a centralised Customer Service function. The role ensures agreed service levels and business targets are met while driving continuous improvement in processes and customer experience.

• Oversee operational areas such as first-line customer service, complaint management, technical support, and order entry.
• Implement organisational structures and resourcing plans to achieve service delivery and operational targets.
• Manage and develop large teams (>100), ensuring engagement, skill development, and performance.
• Control costs and identify opportunities for savings.
• Deliver operational data accurately and on time.
• Collaborate with other departments to optimise customer-facing processes.

• Strong people management and motivation skills.
• Expertise in complex customer care and billing systems.
• Proven experience in:
• Call centre management (inbound/outbound)
• Credit & collection management
• B2B customer markets
• Cost budget control
• Leading large teams in customer-focused organisations

• Customer-first mindset
• Courage to do what’s right
• Commitment to innovation and sustainability
• Consistent delivery of exceptional results
• Collaboration across teams

• Seniority level:
  Not applicable
• Employment type:
  
  Part-time
• Job function:
  Other
• Industries:
  Software Development