Customer Service Director
6 days ago
As a Senior Relationship Officer, you will be responsible for leading the Customer Care Unit (CCU) team to resolve customer requests in a timely and satisfactory manner.
The ideal candidate will have a strong background in managing and motivating teams, with a proven track record of delivering exceptional customer service.
We are looking for a highly skilled and experienced professional who can take ownership of individual request cases and work closely with the Customer Experience team to implement enhancements.
Key Responsibilities:
- Team Management: Organise and supervise the work of the assigned team to ensure efficient delivery of services.
- Policies and Procedures: Implement policies and procedures for the CCU team to ensure compliance with regulatory requirements.
- Continuous Improvement: Participate in identifying opportunities for continuous improvement and sustainability of systems and processes.
Requirements:
- 5 years' experience in customer service industry, banking specific.
- Strong problem-solving ability.
- Excellent leadership capabilities for managing and motivating large teams.
- Excellent interpersonal understanding.
- Excellent written and spoken communication skills.
Preferred Qualifications:
- Strong understanding of Contact Centre technology and electronic access methods.
- Strong understanding of Operations and Customer services processes.
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