Jobs at Alan & Grant

Job Summary

• The Customer Care Manager will lead all customer support functions, ensuring seamless local and international communication.
• This role involves supervising the customer care team, resolving escalated issues, enhancing services quality, and driving customer care team, resolving escalated issues, enhancing service quality, and driving customer satisfaction through excellent service.
•  The manager will collaborate closely with internal and external stakeholders to address customer needs, improve processes, and promote the Pinnacle Oil and Gas Ltd (POGL) brand globally.

Responsibilities
Care & Support Management:

• Supervise daily operations of the customer care team, ensuring all inquiries and complaints are handled promptly and accurately.
• Develop and implement policies for handling local and international correspondence, ensuring adherence to service standards.  
• Monitor customer interaction channels, including email, phone, and social media, for prompt responses and resolution. 

Communication Excellence:

• Establish effective communication protocols for managing diverse customer interactions. 
• Act as the primary point of escalation for complex or high-priority cases, ensuring swift resolution.
• Maintain professional, culturally sensitive communication with international stakeholders and partners.

Customer Experience Enhancement:

• Analyze customer feedback to identify recurring issues and develop improvement strategies. 
• Lead initiatives to enhance the overall customer journey, ensuring consistency across all touchpoints.
• Develop loyalty programs and proactive communication strategies to boost customer retention.

Leadership & Team Development:

• Recruit, train, and mentor the customer care team to achieve high levels of performance. 
• Conduct regular performance reviews and establish development plans for team members. 
• Organize training programs on conflict resolution, effective communication,and product knowledge.

Performance & Reporting:

• Monitor and report customer service metrics regularly to senior management.
• Identify trends in customer inquiries and provide actionable insights for operational improvements.  
• Develop dashboards to track team performance and align it with organizational goals.

Policy & Compliance:

• Ensure all operational activities meet or exceed industry safety, health, environmental, and quality standards.
• Monitor and report customer service metrics regularly to senior management. 
• Identify trends in customer inquiries and provide actionable insights for operational improvements. 
• Develop dashboards to track team performance and align them with organisational goals. 

Requirements

• Bachelor’s Degree in Business Administration, Communications, Marketing, Social Sciences, or a related field. 
• A Master’s degree or professional certification in Customer Service Management, Business Communication or related areas is an added advantage. 
• Strong understanding of customer service operations, service quality standards, and performance management.
• Demonstrated ability to handle escalations and high-priority customer concerns professionally and efficiently.  
• Proficiency in the use of Customer Relationship Management (CRM) systems, help desk platforms.
• Ability to design and implement customer service policies, process improvements, and loyalty programs. 
• Knowledge of data protection regulations and customer confidentiality protocols. 
• Familiarity with global communication practices and cultural sensitivities in international customer interactions. 
• Excellent interpersonal, communication, and negotiation skills. 
• Strong leadership abilities with proven experience in coaching, mentoring, and team development. 
• High emotional intelligence and conflict-resolution skills. 
• Analytical mindset with the ability to interpret customer data and implement improvement strategies. 
• Proactive, solution-oriented and committed to delivering customer experiences.
• Ability to thrive in a fast-paced, high-pressure environment. 
• Minimum of 8 years progressive experience in customer service, with at least 3 years in a managerial or supervisory role. 
• Proven experience in customer care management within the oil and gas downstream sector, logistics, energy, or other high-volume, customer-facing industries. 
• Track record of successfully managing international customer relations and complex service environments.

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Job Summary

• The Accountant has the primary responsibility of managing the financial records, preparing the budget and financial statements, analyzing costs and revenues, and monitoring financial transactions for a restaurant.
• They also ensure compliance with tax regulations and regulatory reporting requirements.
• He reports directly to the Managing Consultant and Management.  

Key Responsibilities

• Oversee and ensure quality output from the production with quality control Officer by developing a standard quality control process and ensuring factory employees work to establish standards. 
• Report directly to the Manager.
• Create and submit detailed reports on weekly, monthly and annual revenues and expenses. These reports include: the Profit or Loss report, Balance sheets, the Bar Stock Inventory, the Covers report etc.
• Support the manager to prepare the staff monthly payroll effecting all necessary deductions as per taxes, surcharges etc.
• Prepare and follow up all payment schedules for all vendor/supplier’s invoices.
• Reconcile all dockets and guest bills to ensure all served meals and beverages are properly charged and paid for.
• Monitor all staff sales remittances.
• Monitor the stock and restocking/purchasing process for all produce; ultimately to ensure the constant availability of every meal/drink specified on the menus.
• Carry out periodic market surveys to maintain an up-to-date market price list.
• Estimate future needs for all material needs for all departments.
• Carry out and submit a report on daily, weekly and monthly inventory exercises as required.
• Ensure compliance with sanitation and safety regulations for all delivered or purchased food items.
• Ensure adherence to HACCP standards for all food items in the store.
• Organize and supervise shifts for the Account Department staff; Purchasing Officer and Store Keeper This includes monitoring their resumption and closing times. 
• Appraise Account Department staff performance and provide feedback to improve productivity.
• Regularly review product quality and research new vendors.
• Control operational costs and identify measures to cut waste.

 Requirements

• B.Sc or HND in Accounting, Finance or related field: ICAN or relevant professional certification is an added advantage.
• 3 - 5 years accounting experience, preferably in the hospitality or food service industry.
• Proficient in accounting software (Quick-books, Sage) and Microsoft Excel.
• Strong knowledge of tax regulation, payroll processing, financial reporting and vendor payments.
• Ability to prepare detailed financial reports such as Profit & Loss, Balance Sheet, Inventory and Sales/Covers report.
• Skilled in stock monitoring, cost control, vendor reconciliation and market price updates.
• Strong attention to details and ability to meet deadlines.
• Good communication, leadership and time management.