Head of Customer Service at AA Rescue

Job description

• Direct and manage all customer service activities.
• Oversee daily operations of the customer service department.
• Handle complex and escalated customer issues.
• Set performance targets and monitor service delivery outcomes.
• Develop and implement customer service policies and procedures.
• Analyze customer feedback and service data to identify improvement areas.
• Manage budgets, resource planning, and staffing levels.
• Monitor and report performance metrics (e.g., CSAT, response times).
• Recruit, train, mentor, and evaluate customer service managers and representatives.
• Liaise with other departments to support customer-related processes.
• Ensure consistent, high-quality customer service delivery.
• Maintain strong relationships with key customers or stakeholders.
• Establish service level agreements (SLAs) and standards.
• Oversee implementation of service improvement initiatives.
• Ensure compliance with regulatory and internal policies.
• Prepare regular reports for senior leadership.

Skills & Abilities

• Strong leadership and team management.
• Excellent communication and interpersonal skills.
• Analytical thinking and decision making.
• Problem-solving under pressure.
• Ability to drive performance through data and metrics.

Typical Requirements

• Bachelor’s degree, Master's degree (Business, Management, or related field preferred).
• Several years of experience in customer service leadership.
• Experience with KPI tracking and service improvement.