• Application Deadline:
• Position: Head of Customer Operations


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 10 years


• Location Lagos


• Job Field Customer Care 

Roles and Responsibilities

• Oversee the delivery of a seamless high quality service across all customer facing teams.


• Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation.


• Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys).


• Look at ways to reorganise and improve operational area.


• Provide inspirational leadership to our service teams.


• Contribute to training and development of the team.


• Consider and evaluate different approaches of working.


• Drive service excellence with a focus on achieving continuous improvement


• Define and deliver the operational strategy.


• Streamline business processes to enhance efficiency.


• Oversee our technical support, customer service, quality management and business support teams through an existing management structure.

Day to day responsibilities for the team:

• Direct and manage all the customer service activities


• Direct, manage and monitor the overall performance of the customer services team


• Effective liaison, support and assistance between customer services department and rest of organisation


• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities


• Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements


• Development of plans for customer services activities to include customer management to achieve satisfaction targets


• Support to all other departments with customer service and related issues


• Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met


• Reporting (content and format as agreed) on a monthly basis or as otherwise required


• Developing plans for team activities to include strategy to achieve agreed targets


• Delegate authority and responsibility to team with supervision, accountability and review


• Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information


• Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character


• Maintain accurate customer service records


• Control expenses to meet budgetary controls


• Adhere to all organisation policies and procedures


• Interact and co-operate with all members of the organisation, its suppliers and clients/customers

Requirements

• 10 years experience in a similar role within a dynamic, technology led business


• Experienced in leading multiple customer facing teams.


• Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment.


• Demonstrable leadership & change management skills.


• Ability to influence others to get results; including using appropriate standards of business communication (written/verbal).


• Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts


• Evidence of working at senior level within a growing business


• Ability to work both strategically and operationally.


• Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations


• Strong interest in improving the knowledge & skills of others


• Excited by the Internet and emerging technologies


• Adaptable and able to grow with the business

Benefits

• Private Health Insurance


• Pension Plan


• Training & Development