Customer Service Lead at DPC Consulting

Job Description

The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business. The successful candidate will report to the Head of Operations and Customer Service in the UK office.

Responsibilities

• Daily performance planning and management meeting with the UK team
• Quality calibration and action planning with UK-based quality control manager
• Appraisals and performance management of the Nairobi team.
• Participation in continuous improvement process organised across global teams.
• Contact centre business continuity and disaster recovery planning and delivery
• Liaison with the outsourced HR support and outsource desktop support teams.
• Responsible for recruitment in line with budgeted headcount requirements
• Development and training of staff
• Ensuring correct payroll and leave settlements for the team
• Taking and resolving escalated enquiries

Qualifications

• 5 years of progressive experience in customer service team leadership preferably in a fintech industry
• Demonstrated ability to work, manage, and meet competing deadlines in a fast-paced environment
• Demonstrated success in supporting team members and senior management
• Must have a proven track-record of proactively identifying, communicating potential problems and proposing solutions
• Bachelors degree in a business-related course
• Demonstrated commitment to staff training and development
• High level of interpersonal skills.
• Fast thinking, proactive and confident working unsupervised using own initiative.
• Have strong people management skills and be able to demonstrate experience in this area.
• Ability to carry out responsibilities independently with minimal technical support
• Proficiency in Microsoft office
• Excellent communication skills.
• Have a passion for accuracy and clarity of thought.