Head of Customer Service 100% (m/f/d)

As part of the succession planning, we are looking for a committed, strong leader and solution-oriented personality at our headquarters in Baden from 01.10.2026 or by agreement as

Head of Customer Service 100% (m/f/d)

Your challenge. As Head of Customer Service, you will have overall responsibility for the technical, personnel, and organizational aspects of customer service and the services department with a total of 17 employees. You will directly supervise two team leaders who manage the operational teams in the front and back office.

Together with your team, you will ensure high service quality, further develop processes and digital customer services, and make a significant contribution to customer satisfaction and the successful development of Aquilana.

Your main tasks

• Leadership and Development

  • Technical, personnel, and organizational leadership of customer service and the services department

  • Direct leadership, support, and development of two team leaders

  • Ensuring a motivating, appreciative, and performance-oriented leadership culture

  • Conducting employee and development discussions as well as promoting professional development

• Operational Management 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 with complex customer issues, 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 offerings

  • 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 (ICS)

  • Participation in cross-departmental projects and working groups

  • Close collaboration with internal departments, external partners, and service providers

  • Support for management in organizational and strategic issues

Your profile

• Education

  • Tertiary education (HF, FH, university or equivalent higher vocational training)

  • Ideally, a qualification as a health insurance expert, social insurance expert, or a comparable further education in the insurance or healthcare sector

• Professional 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 Swiss health insurance system (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

  • Strong leadership, communication, and social skills

  • Analytical, structured, and solution-oriented thinking and working style

  • Entrepreneurial thinking and high personal responsibility

  • Resilient, winning, and convincing personality with a confident demeanor

• Language Skills

  • Fluent German in spoken and written form

  • Knowledge of French and/or Italian is an advantage

We offer

Responsible and varied tasks in a dynamic environment

Flat hierarchies, short decision-making paths, and a family-like working atmosphere

Attractive employment conditions with progressive social benefits and at least 27 days of vacation per year

Flexible working hours model with the possibility to work two days a week from home

Support for further education and personal development opportunities

Attractive discounts on insurance and a modern infrastructure

Contact person for questions

Ertan Karahan
Head of Marketing/Sales, Deputy Managing Director
[email protected]
+41 56 203 44 34