Head of Customer Service job at Diamond Trust Bank | Apply Now

Key Duties and Responsibilities:

• Develop and implement strategies to enhance customer experience and keep up-to-date with industry trends and best practices in customer experience management.

• Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.

• Contribute to product development and improvement through continuous feedback analysis collected through the customer service forms and feedback.

• Establish and manage key customer experience processes.

• Engage with customers on social media by providing helpful information and addressing their concerns.

• Manage and maintain exceptional service at all times and provide a benchmark of service delivery to be used by all other units within the Bank through coaching, training, development, and sharing of best practice experience.

• Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness, and efficiency of our service.

• Conduct research and analysis to understand customer needs, preferences, and pain points including implementing customer feedback systems and processes to capture and address customer concerns.

• Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behavior towards customers.

• Manage root cause analysis of customer complaints and provide solutions to eliminate/minimize customer complaints proactively as well as handle complaints on social media platforms.

• Oversee agreed process improvements and facilitate teamwork across businesses to achieve end-to-end customer experience.

• Drive the culture change programme within the organization to align behaviors with service excellence objectives.

• Consult with heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

• Plan and coordinate customer service events e.g., Customer Service Week, UBA events, and round tables/seminars on customer service/experience.

• Be the service change agent across the Bank and work with HR to implement internal staff engagement activities to boost culture around service excellence.

• Manage the performance and development of staff within the customer experience section in line with the HR policy and the performance management guideline.