Alan & Grant, is a Human Resources and Business Advisory firm. By combining creative and strategic minds, we co-create relevant and impactful solutions to our clients.
...additionally, we are developing capabilities to create and manage a portfolio of HR & Enterprise Products aimed at enhancing employee performance, business agility and overall pr...
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.
Average Salaries in Nigeria in 2026This guide brings together the average salary in Nigeria based on recent 2026 salary benchmarks. Salaries are listed by industry, experience level and city to give jobseekers, employers and HR professionals a more useful picture of salary levels in Nigeria in 2026.
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