Job Description

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

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



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

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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.

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Highest-signal resume keywords

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

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Hard Skills

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

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

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- Customer Service
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- NPS Improvement
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- Continuous Improvement
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- Corporate Setting
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- Fast-Paced Environment
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📌 Senior Manager - Customer Service (City of Kingston)
🏢 Jobtailor
📍 City of Kingston