Customer Services Leader

Job Description
We are seeking a dedicated Customer Services Leader to join our team for a major 5-year consulting program with a public sector organization focused on the operation and maintenance of roads and drainage assets. The Customer Services Leader will report directly to the Program Director and will be responsible for leading consulting and client teams in the implementation of transformational customer service projects.
Key Responsibilities:
• Leadership & Team Management
• Lead and inspire a cross-functional team of consultants and client personnel dedicated to enhancing customer service delivery.
• Foster a culture of excellence, collaboration, and continuous improvement within the team.
• Project Development & Execution
• Design and implement customer service strategies that improve engagement, satisfaction, and responsiveness, leveraging innovative practices.
• Oversee the execution of transformational customer service projects, ensuring alignment with client objectives and industry best practices.
• Monitor project progress, address challenges, and ensure timely and budget-compliant delivery.
• Stakeholder Engagement
• Collaborate closely with client stakeholders to identify customer service needs and opportunities for enhancement.
• Provide regular updates and reports to the Program Director and client executives on project status, challenges, and outcomes.
• Continuous Improvement & Innovation
• Stay informed about emerging trends in customer service, including the integration of Artificial Intelligence concepts to enhance service delivery.
• Facilitate training sessions and workshops to improve the customer service capabilities of the client team.
What We Offer:
• Competitive salary and a comprehensive benefits package.
• Opportunity to lead significant customer service transformation initiatives within the public sector.
• A supportive and dynamic work environment.

Qualifications
Experience
• Minimum of 15 years of experience in customer service management, preferably within the roads or drainage sectors.
• Proven experience in leading projects focused on enhancing customer engagement and satisfaction.
Education
• Bachelor’s degree from a recognized university in the USA, Canada, Western Europe, Australia, or New Zealand. A Master’s degree is preferred.
Skills
• Strong leadership and team development skills.
• Excellent analytical, strategic thinking, and problem-solving abilities.
• Familiarity with customer service technologies and methodologies, especially those involving Artificial Intelligence.
• Outstanding communication and interpersonal skills.
Language Skills
• Arabic language skills are preferred but not essential.
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