What Does a Head of Customer Services Do? Key Duties, Salary, and Skills Explained

A Head of Customer Services is a senior leader responsible for the entire customer service function, from strategy and team management to budgeting and data analysis. Their primary objective is to enhance customer satisfaction and loyalty, directly impacting a company's reputation and bottom line. Salaries for this role typically range from $85,000 to $150,000+ annually, varying by company size and location.

What Are the Core Responsibilities of a Head of Customer Services?

The day-to-day duties of a Head of Customer Services are multifaceted, blending strategic oversight with operational management. Based on our assessment of common job descriptions, the key responsibilities include:

• Strategic Leadership: Directing all activities related to delivering effective customer service and implementing the overall customer service vision.
• Cross-Functional Collaboration: Liaising with other department heads (e.g., Sales, Marketing) to ensure a seamless customer experience across the organization.
• Data-Driven Decision Making: Implementing and maintaining methods for gathering customer satisfaction data (such as Net Promoter Score or Customer Satisfaction scores) and analyzing this data to improve service effectiveness.
• Team Development: Organizing training, facilitating professional development, and assisting with the recruitment and appraisals of team members.
• Financial Management: Controlling expenses and monitoring the department's budget to ensure efficient resource allocation.
• Customer Relationship Management: Personally managing and maintaining long-lasting relationships with key customers and clients, especially in complex situations.

What Are the Key Objectives for a Head of Customer Services?

This role is strategic, focusing on long-term goals rather than just daily operations. The main objectives typically revolve around three core areas:

1. Building a High-Performing Team: A successful head leads a strong team by providing clear direction, mentorship, and support. This involves creating personal development plans and fostering a positive work culture, which improves employee retention and performance.
2. Developing an Effective Customer Service Strategy: They are integral in creating strategies that increase customer retention and brand loyalty. This includes setting measurable team targets and continuously improving processes to stay competitive.
3. Fostering Lasting Relationships: Building strong relationships internally (with employees and other departments) and externally (with customers and stakeholders) is crucial. This helps in problem-solving, negotiating, and gathering valuable feedback to guide future strategies.

How Much Does a Head of Customer Services Earn?

Salary expectations for a Head of Customer Services depend heavily on factors like company size, industry, geographic location, and the individual's experience. The table below provides a general salary range based on aggregated data from sources like ok.com.

Note: Additional compensation, such as bonuses and profit-sharing, can significantly increase total earnings.

What Skills Are Essential for a Head of Customer Services?

Beyond experience, several key skills define top performers in this role:

• Communication Skills: The ability to provide clear direction, convey feedback, and tailor messages for different audiences—from team members to shareholders—is fundamental.
• Leadership Skills: Strong leadership is needed to motivate a large team, inspire accountability, and build trust in strategic plans.
• Organisational Skills: Excellent organisation is required for managing workflows, meeting deadlines, and delegating tasks effectively across the department.
• Interpersonal Skills: This involves active listening, empathy, patience, and collaboration to resolve customer issues and work effectively with colleagues.
• Analytical Skills: The role requires analyzing customer data and customer retention metrics to forecast trends, manage budgets, and create actionable strategies.

To succeed, focus on developing a blend of strategic vision and practical people management skills. The role's impact on customer loyalty and company revenue makes it a critical position in any service-oriented organization.