Head of Customer Services

• The role of Head of Customer Services is a senior leadership position within a very reputable company in Malta.
• You will be responsible for steering the strategic direction of the organisation’s customer experience function. 
• You will oversee the development and implementation of best-in-class frameworks, ensuring the department aligns with broader organisational goals while delivering exceptional customer experiences. 
• You are accountable for managing budgets, driving cultural transformation, and enhancing customer-centric practices across the organisation by fostering innovation and leveraging data-driven insights, the role involves implementing preventative measures, resolving escalated issues, and improving operational efficiency through digital transformation initiatives.
• You will build strong relationships with stakeholders, including board members and executive leadership, to influence enterprise-wide strategies. 
• Additionally, the Head of Customer Services must ensure compliance with industry standards, regulatory requirements, and risk management frameworks while addressing systemic challenges impacting customer satisfaction. 

The chosen candidate must have strong IT skills/qualifications and finance skills/qualifications compounded by strong project, product and customer service skills.

Requirements

• You must have a minimum of 5 years of relevant experience, including 3 years in team leadership,
• Have proven expertise in organisational transformation and departmental financial management
• A degree in IT &or Finance but having experience in both will be considered as a very strong asset
• Have strong strong strategic thinking, inovative mind and results driven
• Be well conversant with transformational change
• Project Management experience is highly desirable

Benefits

• A number of benefits apply for the right candidate

Job Reference: NM364