Head, Customer Service at Alan & Grant

Job Summary

• This job role is responsible for driving the unit in delivering the business’s consumer service value propositions and also ensure a culture of excellent customer service experience.

Responsibilities

• Formulate and implement the customer service department’s vision, goals, objectives and strategy, and provide leadership to the entire unit
• Establish performance metrics for customer service team members and constantly evaluate and monitor their performance
• Develop and implement quality assurance programs for new hires and employees within the Service Centre.
• Proffer updates and expansions to technology and equipment that can improve customer and experience and retention
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Collaborate with sales and marketing team to maximize revenue and customer loyalty.
• Ensure the continuous improvement of customer experience
• Develop and implements methods to record, assess and analyze customer feedback
• Analyze recorded customer interactions and conduct consumer surveys to measure the effectiveness of customer service initiatives
• Conduct financial analysis for the department in order to improve customer service initiatives.
• Present reports and strategic recommendations from various customer service research and analyses

Qualifications

• A Masters’ degree in business administration or any related field
• At least 10 years of working experience in Customer Services within the financial services sector.
• Proven and successful experience mapping consumer journeys and creating customer service strategies, driving positive change and influencing enhanced performance in a customer service capacity.

Requirements
Required Competencies:

• Excellent business communication skills
• Excellent problem solving, leadership and management skills
• Experience in account management and support
• Proficient use of MS Office & applicable CRM technologies
• Proven ability to work under minimal supervision, and demonstrate calmness and composure under stress and uncertainty.