• Application Deadline: Sun, 30 Nov 2025 00:00:00 GMT
• Position: Head, Customer Care



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 10 years



• Location Lagos




• City Victoria Island




• Job Field Customer Care 
  
  

Job Objectives

• Standardize and ensure premium customer experience across the UP touchpoints


• Ensure a seamless Customer Care operation


• Ensure the highest levels of staff performance


• Other duties assigned

Duties & Responsibilities

• Implement effective customer care procedures, policies and standards


• Develop customer satisfaction goals and coordinate within the group to ensure the goals are met


• Supervise and coordinate activities of Customer Care Specialists and Representatives


• Manage the approved budget of the Customer Care group


• Hire customer care staff


• Ensure all Customer Care staff are exposed to adequate training to enhance the job performance


• Ensure companywide compliance of Service Level Agreements (SLA)


• Draft, implement and execute policies and procedures to facilitate quality customer experience.

Reporting Relationships:

• Functionally and administratively reports to: Group Head, Customer Care Center.

Key Performance Indicators

• Ensure first and second level issues are resolved in line with best practice


• Identify and execute service improvement initiatives working with relevant stakeholders leveraging on technology


• Deliver high level reports that provide customer insight and service improvement


• Coordinate periodic Customer Satisfaction survey across Customer base and achieve 90% customer satisfaction rating


• Regulatory reports and liaison

Requirements

• Bachelor’s Degree in Sciences.


• Minimum of 10 years work experience in a reputable customer focused organization.


• Minimum of 2 years as a Call center supervisor in call center or Friendship Center in a reputable customer focused organization.


• In-depth knowledge of Contact Center solutions e.g. CTI (Computer Telephony Integration), CRM, IVR, ACD and other related technology.


• Experience in coaching individuals or groups, and execution of training based on training need analysis.


• Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.


• Excellent written, verbal, analytical and communication skills.


• Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.


• Ability to work in virtual team environment.

Key Competency Requirements:

• The Head of Department, Customer Care, requires a high degree of professionalism, good interpersonal skills, expertise in customer care and ability to coach and mentor people.


• The ability to work in a non-biased and collaborative manner by establishing positive work relationships and partnering with various internal and external stakeholders towards the achievement of corporate goals and strategy.


• Ability to foster a customer-centric culture


• Ability to empower and delegate


• Ability to implement effective communication channels


• Ability to measure and track performance using key metrics