Strategic Leader, Multi‑Site 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

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.