Head of Customer Service

A rare opportunity has arisen for a Head of Customer Service to join a highly regarded and well-established financial services business. We are seeking a true leader of operational excellence to enhance customer expereince and drive digital innovation, playing a pivotal role in defining the future of this business.

About The Role

As the Head of Customer Service, you will play a crucial role in shaping and driving the transformation strategy to enhance the customer experience. This senior leadership role oversees four customer-focused teams with more than 100 indirect reports across Australia and offshore. You will empower senior managers to enhance team engagement and achieve efficiency through digital innovation, while ensuring the highest standards of customer satisfaction and full compliance with regulatory standards.

Key Responsibilities Include

Developing and implementing strategies that drive digital transformation and operational efficiencies, ensuring that customer interactions are seamless and impactful.
Providing visionary leadership and mentorship to customer experience teams, empowering them to achieve their highest potential.
Collaborating with senior leadership to align customer experience initiatives with business goals and long-term digital strategies.
Staying ahead of industry trends and best practices, and continually improving processes to enhance customer outcomes.
Managing risk by ensuring compliance with industry regulations and maintaining high-quality operational standards.

About You

To Excel In This Role, You Will Bring

A dedicated focus on driving digital innovation, developing and executing customer experience strategies, and optimising service delivery.
As a leader of leaders you wil inspire teams to achieve measurable results, with a passion for enhancing customer interactions and supporting the growth and development of others.
A demonstrated ability to lead teams through change, fostering a culture of excellence and continuous improvement.
A solid understanding of regulatory requirements and best practices.

This is a unique opportunity for an experienced leader who thrives on delivering digital success and creating exceptional customer experiences. If you have the above criteria apply below and we look forward to your application.