Head of Customer Services

**Job no**: 524317

**Work type**: full time

**Location**: Sydney, NSW

**Categories**: Information Technology
- Employment Type: Full time, continuing role within UNSW IT
- Excellent salary package available including generous superannuation
- Location: UNSW Kensington Campus (Hybrid Working Opportunities)

**About UNSW**:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Head of Customer Service is responsible for revolutionizing customer interactions and satisfaction across UNSW by leading the Customer Services team. This role oversees the enhancement of IT Support Services to not only meet but exceed agreed levels of customer satisfaction. The incumbent will reimagine service delivery, promote customer-centricity, and drive cultural change within UNSW IT. Reporting to the Director, Customer Service Delivery, this position will spearhead the modernization of service processes, tools, and strategies to elevate customer experience to new heights. The role of Head of Customer Service reports to the Director, Customer Service Delivery. The functions reporting to this role are: Customer Support and Service Desk.

Accountabilities:

- In conjunction with the Director and other IT Customer Service Delivery Heads, set, operate, monitor and evaluate the strategic and annual objectives for the Customer Service team.
- Lead and support cultural change so that the teams develop as a high performing customer service teams.
- Develop ways to showcase and promote the services offered, as well as building trust and support, for UNSW IT.
- Develop and improve systems and processes, and develop and action customer engagement strategies to deliver services that meet and exceed customer needs.
- Develop and drive the customer service culture across all teams, and support teams to become the key customer facing points of contact, providing a superior level of customer experience for all client interactions.
- Lead and champion the delivery of client centered service delivery policies, standards and procedures used across UNSW IT that enhance business resilience, financial management, process efficiency, service quality and client experience.
- Lead and champion the delivery and implementation of contemporary IT Service Support best practices across UNSW.
- Ensure that appropriate service quality measures are developed and reported across UNSW IT that match industry benchmarks, client expectations and support the levels of service required by UNSW.
- Spearhead the definition, creation and roll out of new IT services, UNSW IT projects and support models for all services; including defining any sourcing strategy, toolsets, structures, roles, accountabilities, training needs analysis and risk management.
- Manage key vendor relationships in conjunction with UNSW IT Vendor Management and UNSW Procurement teams.
- Prepare complex Customer Service performance reports, analyze, present data along with appropriate recommendations and action plans for service delivery improvements.
- Manage the Customer Service team operating budget.
- Ensure that all services moving to production have appropriate client centric ‘Service Definitions’ that support a smooth transition and sustainable ongoing support.
- Ensure that the Customer Service team demonstrates a commitment to the stability and ongoing evolution of supported technologies and environments.
- Align with and actively demonstrate the UNSW Values in Action: Our Behaviors and the UNSW Code of Conduct.
- Ensure hazards and risks psychosocial and physical are identified and controlled for tasks, projects, and activities that pose a health and safety risk within your area of responsibility.

Skills and Experience
- Tertiary qualifications and/or significant experience leading an IT delivery function within a large/complex organization.
- Deep commitment to customer service excellence with a focus on putting the customer at the heart of all services.
- Proven experience in a senior IT Support Management role with accountability and responsibility for budget and team management in a customer focused, matrixed environment.
- Demonstrated experience in effectively managing external service providers.
- Demonstrated ability to analyze organizational needs and develop solutions that meet strategic and operational requirements.
- Demonstrated experience transforming the service delivery culture, processes and tools across a complex service delivery organization.
- Proven leadership and strong people management skills, with significant experience building effective high-performance cultures that improve service outcomes.
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