This is a rare opportunity for a strategic and people-first leader to take ownership of a critical service function—driving both customer excellence and operational improvement in a fast-evolving environment.
About the Role
Reporting to the Chief Operations and Technology leadership, you will lead a customer service function of 6 direct reports across three key pillars:
✅ Service Delivery
✅ Customer Support
✅ Membership Support
You’ll be responsible for delivering an exceptional experience across all customer touchpoints—ensuring a consistent, personalised, and high-quality service offering in line with business strategy and transformation goals.
Key Responsibilities
- Develop and execute strategies to enhance the customer journey across education, membership, and service platforms
- Lead and inspire a team to deliver high-impact, tech-enabled service across onsite, offsite, and virtual environments
- Oversee customer support frameworks, ensuring proactive issue resolution and learner engagement
- Manage membership processes, renewals, and upgrades with a focus on accuracy and member satisfaction
- Drive continuous improvement initiatives across service systems, processes, and reporting
- Foster a culture of excellence, growth, and accountability within the team
- 5+ years’ experience leading large customer service teams (20+), ideally in a membership or service-led organisation
- A track record in service delivery strategy and transformation
- Strong leadership and coaching skills with the ability to engage and develop teams
- Experience in process improvement, system implementation, and data-driven decision making
- Excellent communication and stakeholder management skills
- Calm under pressure, solution-focused, and passionate about delivering service that leaves a lasting impression
- Lead a high-performing function with real impact
- Be part of a values-driven organisation undergoing positive transformation
- Work with a leadership team that values innovation, integrity, and continuous growth
