4 days ago
Job title : Regional Head of Customer Service
Job Location : Lagos
Deadline : August 02, 2024
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- The Regional Head of Customer Services (RHoCS) ensures that a high level of customer service is delivered throughout the region, via a combination of Glasgow and locally based resources.
- The RHoCS will also support ACCA’s student and member retention and affiliate conversion activity in line with the corporate retention plan. In doing so, this job performs a pivotal role in ensuring the continuation of ACCA’s sustainable growth and ensuring that the region achieves key business objectives.
The Job
On a day-to-day basis, you’ll be involved in the following:
- Ensure consistency of customer service across the region, in line with customer service policies and processes
- Line management of relevant Customer Service employees in the region
- Become the designated point within the region for escalated issues
- Ensuring that all priorities, issues and management information in the region are captured and passed for processing
- Lead and manage call centre setup on-going operations within the region which includes outbound sales and inbound servicing capabilities
- Collaborate closely with other Regional Heads of Customer Service and the central Customer Service directorate to ensure co-ordination of activities undertaken in markets to the overall operations vision
- Identify and deliver continual improvements to customer services standards, including the identification of process improvements, synergies or economies of scale through automation or centralisation etc.
- Play a strong supporting role in the implementation of the on-line migration project, while managing risk within the region
- Perform line management tasks including recruitment, selecting, assigning, coaching and appraisals for all direct reports in line with the ïpeople operating principles’
- Plan coordinate and execute local support activities to help the achievement of ACCA’s retention and conversion targets for the region
The Person
We’re looking for someone who:
- Has management experience within a customer service environment.
- Has excellent knowledge of key customer service metrics and techniques
- Is strongly customer focused, displaying and fostering positive attitudes at all times
- Has advanced interpersonal skills with the ability to understand and challenge internal customer needs and forge productive, trust based relationships across the organisation
- Has good influencing skills in order to deliver change
- Is highly motivated, proactive and practical, able to work under pressure and balance various requests for assistance
- Experience of working across different countries and cultures is desirable
- Is fluent in English
Desirable qualities:
- Experience of identifying and delivering process improvements in a customer service industry
- Experience of managing and being managed remotely
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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