Head of Customer Service in a Reputable Financial Services Organization

Job Title: Head of Customer Service

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Summary

• As the Head of Customer Service, you will lead the customer experience function, ensuring exceptional service delivery, customer satisfaction, and retention while developing strategies that enhance customer engagement and operational efficiency across all customer touchpoints.

Responsibilities

• Oversee customer complaints, escalations, and resolution processes to ensure timely and effective outcomes
• Lead, mentor, and manage the customer service team while driving performance against established KPIs and service standards
• Collaborate with Operations, Product, Compliance, and Technology teams to enhance customer experience and support business objectives
• Develop and implement customer service strategies, policies, and processes to improve customer satisfaction and service quality
• Analyze customer feedback, service metrics, and operational data to identify trends and implement continuous improvement initiatives

Requirements

• Minimum of 5 years experience in customer service or customer experience management, with at least 2 years in a leadership role
• Financial Services or Fintech experience is mandatory
• Bachelor's Degree in Business Administration, Marketing, Mass Communication, or related field
• Strong knowledge of CRM systems, customer service frameworks, complaint resolution, and customer retention strategies
• Excellent leadership, communication, stakeholder management, and problem-solving skills.