Location : Maidenhead, with a minimum of 2 days a week in the office Contract Type : Fixed term (12 months) Salary : circa £55,000-60,000 per annum, depending upon skills and experience Hours : Full-time, 37 hours per week Are you looking for your next global role with an outstanding Royal Charter Organisation and a chance to deliver real change? Then this is the role for you. About The Role The Commonwealth War Graves Commission (CWGC) has a small but dedicated Customer Service (CS) team based in our UK HQ who are responsible for all enquiries concerning our operations in more than 150 countries and territories; the span of categories is extremely broad and includes everything from cemetery maintenance and standards to public events, policies and even burial regulations. Whilst our enquiry numbers are potentially smaller than similar sized (or commercial) organisations, they are from highly engaged members of the public who are very interested in our work. Our exceptional CS therefore requires a unique approach. In addition, our CS team work closely with our internal research specialists who review historic Casualty Identification Cases submitted by the public; resolution of these can often take years, and hence engagement with our public stakeholders is key. As our Head of Global CS, you will be responsible for driving real change in a short space of time. You will implement an organisation wide CS action plan, effectively using our dedicated staff and technology to ensure all our CS systems and processes are aligned, fully effective, and diligently reported. Responsible to our Executive team, and working closely with our HQ CS colleagues, you will be directly accountable for the successful delivery of agreed targets, and goals. You will also ensure that CS best practice is being delivered (and understood) organisation wide and that the public and our external stakeholders are clear on how to engage us, and the level of customer care they can expect. You will have a very significant and lasting impact on the organisation's business. This is a key role to further the CWGC's current strategy with a wide-reaching remit and ability to further enhance our excellent reputation. What You Need To Have An ability to rapidly understand an unfamiliar existing CS environment and identify where the key challenges and inefficiencies are Demonstrable success of driving CS change management and delivering a CS action plan in a large multi-level organisation Substantial background in managing a CS team, delivering key KPIs and maintaining high standards of customer care Experience of working with office-based staff across multiple departments and engaging effectively at all levels An excellent understanding of a CRM system such as Salesforce An understanding of the history and current practices of the CWGC Strong decision-making skills Outstanding people skills What We Offer 25 days annual leave, rising by one day per year of service (max 30) Paid public holidays and paid office closure between Christmas and New Year Flexible working arrangements Generous Pension Scheme, with CWGC contributing up to 15% Life Assurance Employee Assistance Programme Cycle To Work & Electric Vehicle schemes How To Apply Apply via our Career Portal by clicking the 'Apply Now' button. As this is an active role, we will be interviewing as we go along, and the role will close when we have an offer accepted by a preferred candidate. We believe creating a diverse environment enriches our organisation and strengthens our mission, therefore, we welcome applications from everybody. Join our inclusive environment where every individual is valued.