Head Of Customer Service At The British Council

The Opportunity:
The Head of Customer Service is expected to:

• Manage the Customer Service operations across the four offices in Nigeria and offer support to business delivery teams in achieving the business objectives in an effective and efficient manner across all channels e.g. face to face, phone, email and digital.
• Create a holistic customer services strategy for Nigeria which would focus not only on an external facing diverse audience, but also on managing relationship with Exams teams and other key stakeholders with the Nigeria directorate, regional and corporate team.
• Carry out Operations management across entities which will include People, Process and Systems development and Quality assurance.
• Blend Customer Service and Sales processes in a manner which enriches customer experience and drives business outcomes

Requirements:

It will be important for you to bring substantial senior level experience of the following:

• Three year’s line management and leading a customer service or operations team to meet challenging targets.
• Experience of managing a call centre
• Monitoring service to quality standards; devising and implementing improvements to these.
• Track record of working across departments to drive customer focused service improvements
• Demonstrated experience managing relationships with external partners and stakeholders

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For more information, go through the following article on GambetaNews.