Director of Customer Service

About the role

The Director of Customer Service will lead and manage the entire Customer Service function, ensuring a consistent, efficient, and customer‑focused experience across all locations and channels. This senior position is accountable for meeting Quality Promises, key performance indicators, and building strong relationships with customers and internal stakeholders.

Key responsibilities

• Lead the Customer Service organization, setting clear targets and monitoring performance against KPIs such as service quality, responsiveness, productivity, resolution rates, and NPS.
• Drive standardisation, capacity optimisation, and continuous improvement using data, technology and automation.
• Build trusted relationships with customers, area offices and internal teams, handling escalations and sensitive situations promptly.
• Use customer feedback and service insights to identify gaps and implement corrective actions.
• Oversee workload, resource allocation and productivity initiatives while balancing cost, quality and experience.
• Lead, coach and develop managers and large, diverse teams to foster a high‑performance culture.
• Collaborate across functions (IT, Business Systems, QSC, regional teams) and influence stakeholders without direct authority.

Required profile

• Strong customer orientation with proven relationship‑building skills.
• Extensive experience in managing Customer Service operations and KPI‑driven performance.
• Demonstrated people‑leadership ability, including coaching, talent development and succession planning.
• Excellent analytical and problem‑solving capabilities, with a focus on root‑cause resolution.
• Ability to manage capacity, resources and operational efficiency at scale.
• Effective stakeholder management and influence across geographic and organisational boundaries.

Required skills