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  • Posted: Jun 10, 2021
    Deadline: Not specified
  • 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...
    Read more about this company


    Head, Customer Service

    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.


    • 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


    • 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.

    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.

    Method of Application

    Interested and qualified? Go to Alan & Grant on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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