Head of Customer Service 100%

Head of Customer Service 100% (m/w/d) In the context of succession planning, we are looking for an engaged, leadership-strong and solution-oriented personality as Head of Customer Service 100% (m/w/d) at our headquarters in Baden on a permanent or by agreement basis. Your challenge. As Head of Customer Service, you will be responsible for the technical, personnel and organizational overall responsibility for the customer service and the department of services with a total of 17 employees. Two team leaders are directly assigned to you, who lead the operational teams in the front and back office. Together with your team, you will ensure high service quality, develop processes and digital customer services further and make a significant contribution to customer satisfaction and the successful further development of Aquilana. Your main tasks Leadership and development Technical, personnel and organizational leadership of the customer service and the department of services Direct leadership, promotion and further development of two team leaders Ensuring a motivating, appreciative and performance-oriented leadership culture Conducting employee and development discussions as well as promoting professional further development Operational control and service quality Ensuring customer-oriented, efficient and high-quality processing of all business transactions Responsibility for compliance with defined service and quality standards Support in complex customer inquiries, complaints and escalations Ensuring high customer satisfaction across all customer touchpoints Process management and digitalization Further development and optimization of core processes in customer service Responsibility for key figures, quality management and continuous improvement measures Participation in digitalization projects as well as further development of digital customer services and self-service offers Ensuring support for the customer portal myAquilana and accompanying testing and release processes Process management and digitalization Implementation and further development of the Internal Control System (IKS) Participation in cross-departmental projects and working groups Close collaboration with internal departments, external partners and service providers Supporting management in organizational and strategic issues Your profile Education Tertiary education (HF, FH, University or equivalent higher professional education) Ideally, a degree as a health insurance expert or a comparable further education in the insurance or healthcare sector Technical and leadership competence Several years of leadership experience with direct personnel responsibility Ideally, experience in leading leaders (e.g. team leaders) In-depth knowledge of the health insurance industry (KVG/VVG) Experience in customer service, customer service management or in a comparable service organization Experience in process optimization, digitalization and change management Personality High customer and service orientation Distinct leadership, communication and social competence Analytical, structured and solution-oriented thinking and working style Entrepreneurial thinking and high self-responsibility Resilient, convincing and persuasive personality with a confident appearance Language competence Stylistically correct German in word and writing French and/or Italian language skills are an advantage We offer Responsible and varied activity in a dynamic environment Flat hierarchies, short decision-making paths and a family-like work atmosphere Attractive employment conditions with advanced social benefits and at least 27 days of vacation per year Flexible working time model with the possibility to work two days a week in the home office Support for further training and personal development opportunities Attractive discounts on insurance and modern infrastructure