Team Leader, Customer Care

Header

First Global Bank invites applications for the following position:
 
Team Lead - Customer Care Centre

Purpose of Position

The Team Lead – Customer Care Centre will oversee the team of investigation officers to ensure the efficient handling of the alternate communication channels, customer disputes, complaints, and escalated cases. This role involves managing and guiding the investigation process, ensuring adherence to policies and procedures, and maintaining a high standard of customer service.  

Key Responsibilities

Team Supervision and Leadership:
•    Supervise and lead a team of Investigation Officers, ensuring that individual and team performance goals are met.
•    Monitor the team’s workflow, track progress, and ensure investigations are completed within established SLAs.
•    Act as a point of escalation for complex or sensitive customer complaints, providing guidance and resolving issues promptly.
Customer Support:
•    Manage and respond to off-the-board communication channels, including email, secured messages, voice mail, social media, and mobile inquiries.
•    Investigate and resolve escalated customer issues referred by on-the-board agents or other teams, ensuring prompt and effective resolution.
•    Follow up with customers to ensure end-to-end resolution and maintain strong, positive relationships.
•    Actively engage in determining the root cause of customer issues, propose solutions, and take appropriate actions to resolve them in a timely manner.
Performance Monitoring:
•    Monitor individual and team performance metrics to ensure alignment with performance targets, such as resolution time, customer satisfaction, and SLA compliance.
•    Prepare monthly reports detailing request volume, types of issues, status updates, challenges faced, and any unresolved issues requiring escalation.
•    Ensure that investigations and customer interactions are handled efficiently, within set timeframes, and in accordance with company policies and procedures.
Collaboration and Coordination:
•    Work closely with other departments to address customer issues and ensure that appropriate resolutions are implemented.
•    Provide regular updates regarding the status of ongoing investigations and any challenges encountered by the team.
Quality Assurance and Compliance:
•    Ensure that all team members adhere to established service standards, compliance requirements, and internal policies during customer interactions.
•    Conduct audits of customer interactions to ensure quality standards are met and take corrective actions where necessary.
Documentation and Reporting:
•    Accurately document customer interactions, investigation outcomes, and resolutions in the appropriate system.  
•    Track ongoing cases and provide timely updates to relevant parties as necessary.
•    Prepare performance reports on a regular basis, providing insights into team performance and suggesting improvements to enhance efficiency and service quality.
Problem-Solving and Continuous Improvement:
•    Identify recurring issues or patterns in customer interactions and collaborate with relevant teams to implement solutions or process improvements.
•    Ensure that customer complaints and investigations are addressed promptly, and any necessary corrective actions are implemented.
Additional Responsibilities:
•    Assist the Customer Care Centre in managing inbound call volumes as needed to ensure smooth operational flow during peak times.
•    Perform other related duties as assigned 

Required Qualification, Experience, Knowledge

A first degree in Business Admin., Marketing or any other related area
One year’s experience in banking and one year’s experience in a call centre environment 
Knowledge of FGB products and services 
Proficient in Microsoft word, excel and PowerPoint 
Knowledge of marketing/sales concepts, tools and techniques
Excellent oral and written communication skills 
Excellent telephone etiquette 
Customer focused 
Self managing skills – leadership qualities 
Strong initiative and analytical skills
Enthusiasm
Team player 
Problem-solving skills 
Long attention span 

GraceKennedy's Competencies

GraceKennedy embraces six key competencies that all employees, regardless of level, should master and demonstrate across the organization. These are:
•    Results Oriented
•    Digitally Savvy
•    Collaborative
•    Engaging & Inspiring
•    Diversity-Embracing
•    GK Values-Driven