Head of Customer Service

Join David Jones as we redefine exceptional customer experiences across all touchpoints. We're seeking an experienced Head of Customer Service to lead our Customer Services team in our vibrant CBD offices.

About the Opportunity

This permanent role offers the chance to shape customer service excellence for one of Australia's most trusted retail brands. You'll guide a dedicated team in delivering seamless support across digital, phone, and in-store channels, ensuring every customer interaction reflects our commitment to quality and care.

What You'll Do

• Lead and inspire a high-performing customer service team across multiple channels
• Develop strategies that enhance customer satisfaction and loyalty
• Drive continuous improvement in service delivery and operational efficiency
• Collaborate with cross-functional teams to resolve complex customer issues
• Monitor performance metrics and implement data-driven solutions
• Coach team members to achieve their professional development goals

What We're Looking For

• Proven leadership experience in customer service or contact centre management
• Strong understanding of omnichannel customer experience principles
• Excellent communication and relationship-building abilities
• Experience with customer service platforms and analytics tools
• Bachelor's degree or equivalent experience preferred
• Passion for creating positive customer outcomes

Why David Jones?

We believe diverse perspectives strengthen our team and enhance our customer connections. You'll work in our modern CBD office with flexible arrangements (3 days in office/2 days remote), comprehensive benefits, and genuine opportunities for career advancement. Our inclusive culture celebrates different backgrounds, experiences, and ways of thinking.

• A competitive remuneration package including performance-based incentives
• Hybrid working arrangements in office and from home that provide appropriate work/life balance
• Parental leave policy of 18-weeks paid leave for the primary carer, and 3-weeks paid leave for the supporting partner
• Generous employee discounts across David Jones and access to partner benefits
• An additional day of leave for your birthday along with time to support charitable work
• Opportunities to support community partnerships across our Corporate Social Responsibility program
• Be a member of a company committed to sustainable practices, driving change in the retail landscape
• Ongoing training and development to pursue individual ambitions

About Us

Since 1838, David Jones’ limitless quest for innovation and progress established the brand as Australia’s original influencer in fashion and lifestyle. Having revolutionised the way Australians shop, David Jones’ creation of a social centre inspired and created lasting memories for past, present and future generations. Today, our vision to inspire Like No Other drives us to continue this legacy in our ambitious purpose to be the destination that inspires, with experiences and services Like No Other.

Our Thriving cultural pillars inspire our people to deliver on our vision and purpose.  We are Customer Obsessed; curious to understand and dedicated to delighting them with seamless solutions as one team. We care for our people, customers, partners and community by creating Inclusive environments through belonging and respect. We Empower with implied trust to act with integrity, value our unique skills and be accountable for our decisions.  We constantly seek Innovative ways of improving, changing and exploring ways that we can inspire.

David Jones is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.