Head of Customer Service

Charterhouse; Sydney; Hybrid; AUD 195,000 - 200,000; Full time

Benefits offered by this job

Executive leadership opportunity

Influence customer experience strategy

Lead multi-site CS function

Collaborative culture

Drive meaningful change

Job summary

Metropolitan Memorial Parks (MMP) in Sydney is seeking a Head of Customer Service to lead a large, multi-site function across Sydney and Newcastle, delivering top-tier service and governance across communities.

Reporting to the Executive Director, Customer Experience & Engagement, you will shape strategy, drive operational performance, and develop leaders while embedding a culture of service excellence. The role offers executive leadership and a meaningful community-focused impact.

Qualifications

• Significant experience leading large, multi-site customer service operations with responsibility for service delivery, team performance and customer outcomes.
• Proven ability to develop, lead and implement customer service strategies that drive operational excellence across broad and diverse teams.
• Exceptional leadership skills with the ability to articulate organisational direction, provide structure and clarity, and align teams to strategic objectives.
• Strong conflict resolution, negotiation and stakeholder management capabilities, with experience managing complex customer matters, frontline challenges and sensitive escalations.
• The ability to remain calm, level-headed and solutions-focused when operating under pressure or managing competing priorities.
• Experience working within policy-driven and regulated environments, ensuring compliance with legislation, organisational policies, governance requirements and operational obligations.
• Demonstrated ability to build strong relationships with frontline staff, customers, industry partners and key stakeholders, fostering collaboration and positive service outcomes.
• Experience navigating complex operational environments while leading teams through change, growth and transformation.
• Strong report writing, analytical and communication skills, with the ability to prepare high-quality reports, business cases, recommendations and executive-level documentation.
• A track record of identifying opportunities for improvement, introducing innovative ideas and delivering initiatives that enhance customer experience and operational performance.
• Sound commercial and financial acumen with experience managing budgets, resources and performance outcomes.
• Strong workforce planning and people leadership experience, including coaching, mentoring and developing leaders and teams.
• Experience establishing service standards, performance frameworks and continuous improvement initiatives that drive accountability and excellence.
• The ability to balance strategic thinking with hands-on operational leadership, ensuring both immediate business needs and long-term organisational goals are achieved.

Responsibilities

• Lead and execute customer service strategies aligned with organisational objectives.
• Drive customer experience improvements through innovation, process optimisation, and service quality initiatives.
• Manage operational performance, productivity, and financial outcomes across customer service functions.
• Lead, coach, and develop leaders and teams to build capability and high-performance cultures.
• Oversee workforce planning, recruitment, onboarding, performance management, and succession planning.
• Monitor service delivery metrics and leverage customer insights to drive improvement.
• Manage complex customer matters, escalations, and stakeholder relationships.
• Ensure compliance with governance, risk, and quality assurance requirements.
• Contribute to strategic planning and organisational leadership as a member of the senior leadership team.

Skills

Customer service leadership

Strategic planning

Operational excellence

People leadership

Stakeholder management

Budget management

Job description

Are you a Customer Service leader with a passion for driving operational excellence, leading high-performing teams, and delivering exceptional customer experiences?

We are seeking an experienced Head of Customer Service to lead a large, multi-site customer service function responsible for delivering outstanding service outcomes across a diverse and community-focused organisation.

Reporting to the Executive Director, Customer Experience & Engagement, you will play a key leadership role in shaping customer experience strategy, improving operational performance, and fostering a culture of service excellence.

The Opportunity

This is a strategic and operational leadership role, overseeing customer service teams across multiple locations and ensuring the delivery of high-quality, customer-focused services. You will lead a workforce with 1 direct report and 75 indirect employees through direct leadership structures, driving performance, capability development, continuous improvement, and customer satisfaction outcomes.

Salary

$195,000 - $200,000 per annum plus super

Working Hours

38 per week – hybrid - work across all sites required

Key Responsibilities

• Lead and execute customer service strategies aligned with organisational objectives.
• Drive customer experience improvements through innovation, process optimisation, and service quality initiatives.
• Manage operational performance, productivity, and financial outcomes across customer service functions.
• Lead, coach, and develop leaders and teams to build capability and high-performance cultures.
• Oversee workforce planning, recruitment, onboarding, performance management, and succession planning.
• Monitor service delivery metrics and leverage customer insights to drive improvement.
• Manage complex customer matters, escalations, and stakeholder relationships.
• Ensure compliance with governance, risk, and quality assurance requirements.
• Contribute to strategic planning and organisational leadership as a member of the senior leadership team.

About our Client

Our client, Metropolitan Memorial Parks (MMP), is one of NSW's largest providers of cemetery, crematoria and memorialisation services. Operating across multiple locations throughout Sydney and Newcastle, MMP delivers essential services to communities while managing significant public assets and providing meaningful support to families during important life moments.

As an organisation undergoing ongoing growth and transformation, MMP is focused on enhancing customer experience, strengthening operational capability, and investing in its people and services. This presents a unique opportunity for an experienced customer service leader to make a genuine impact in a purpose-driven environment.

About You

To be successful in this role, you will be an experienced customer service leader who can confidently operate in a complex, highly regulated environment while balancing customer, operational, commercial and stakeholder priorities.

• Significant experience leading large, multi-site customer service operations with responsibility for service delivery, team performance and customer outcomes.
• Proven ability to develop, lead and implement customer service strategies that drive operational excellence across broad and diverse teams.
• Exceptional leadership skills with the ability to articulate organisational direction, provide structure and clarity, and align teams to strategic objectives.
• Strong conflict resolution, negotiation and stakeholder management capabilities, with experience managing complex customer matters, frontline challenges and sensitive escalations.
• The ability to remain calm, level-headed and solutions-focused when operating under pressure or managing competing priorities.
• Experience working within policy-driven and regulated environments, ensuring compliance with legislation, organisational policies, governance requirements and operational obligations.
• Demonstrated ability to build strong relationships with frontline staff, customers, industry partners and key stakeholders, fostering collaboration and positive service outcomes.
• Experience navigating complex operational environments while leading teams through change, growth and transformation.
• Strong report writing, analytical and communication skills, with the ability to prepare high-quality reports, business cases, recommendations and executive-level documentation.
• A track record of identifying opportunities for improvement, introducing innovative ideas and delivering initiatives that enhance customer experience and operational performance.
• Sound commercial and financial acumen with experience managing budgets, resources and performance outcomes.
• Strong workforce planning and people leadership experience, including coaching, mentoring and developing leaders and teams.
• Experience establishing service standards, performance frameworks and continuous improvement initiatives that drive accountability and excellence.
• The ability to balance strategic thinking with hands-on operational leadership, ensuring both immediate business needs and long-term organisational goals are achieved.

What's on Offer

• Executive leadership opportunity with a respected organisation.
• Ability to influence customer experience strategy and organisational outcomes.
• Lead a substantial, multi-site customer service function.
• Collaborative and values-driven culture.
• Opportunity to drive meaningful change and continuous improvement initiatives.