- Lead, manage and support the National Customer Service team
- Develop, coach and manage Customer Service Managers and Customer Quality Manager
- Ensure clear role responsibilities, accountabilities and performance expectations through regular performance reviews
- Lead consistent service outcomes through effective resourcing, workload allocation, team coverage and peak-period readiness
- Monitor reporting, trends, risks and customer feedback to support informed decision-making
- Drive CS NPS improvement through action plans, service recovery practices and customer-experience initiatives
- Manage escalations, incidents, customer risks and supplier issues through timely resolution
- Identify and deliver continuous improvement initiatives that reduce rework and strengthen quality
- Ensure compliance with policies, procedures, QMS/ISO requirements and agreed ways of working
- Build a high-performing, productive and engaging work environment and support cross-functional alignment

Requirements

- Prior experience within a Customer Service Leadership role in a corporate setting and rapid-paced environment is essential
- Experience in coaching and mentoring a high-performing team
- Experience with delivering ongoing value-add for functional success
- Proven experience driving and delivering customer centric process improvements and enhancements
- Ability to develop,



coach and manage Customer Service Managers and Customer Quality Manager
- Ability to establish clear role responsibilities, accountabilities and performance expectations
- Knowledge of reporting, trends, risks and customer feedback analysis
- Ability to drive CS NPS improvement through action plans and service recovery practices
- Ability to manage escalations, incidents, customer risks and supplier issues
- Knowledge of policies, procedures, QMS/ISO requirements and agreed ways of working

Core Competencies

Demonstrates strong leadership in managing customer service teams, driving process improvements, and ensuring compliance with QMS/ISO requirements. Capable of fostering a high-performing work environment while effectively handling escalations and customer feedback analysis.

Highest-signal resume keywords

- Customer Service Leadership
- Coaching And Mentoring
- Process Improvement
- Customer Feedback Analysis
- QMS/ISO Compliance

ATS Optimization Keywords

Hard Skills

- Performance Management
- Service Recovery Practices
- Customer Centric Process Improvements
- Incident Management
- Risk Management

Soft Skills

- Team Building
- Effective Communication
- Decision-Making
- Cross-Functional Collaboration

Industry Keywords

- Customer Service
- NPS Improvement
- Continuous Improvement
- Corporate Setting
- Fast-Paced Environment

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📌 Senior Manager – Customer Service (Kingston)
🏢 Jobtailor
📍 Kingston