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Barclays Head of Customer Service Job in Kenya

Barclays, a leading multinational bankand an employer of choice, invites applications from suitably qualified, experienced and self motivated professionals with excellent credentials to fill the following position:
Head of Customer Service 

Ref. no. 00083044

Reporting to the Chief Operating Officer, the role holder is responsible for the design and implementation of in country Customer Service Strategy which comprises of: Customer Retention, Customer Service Implementation and Communications Plan, Service Measurements Strategies, Customer Service Training, as well as embedding a Customer Centric Culture.
The role holder is expected to establish clear Customer Service Metrics across the business in order to provide the correct Management Information that will enable the business to effectively identify and lead root cause resolution and ensure uniformity in the set of matrices.
The role holder shall perform regular customer service audits to ensure compliance and progress of the customer service strategy implementation.
He or she is expected to support and share best practice to facilitate root cause analysis in country and inception of preventative change initiatives within Kenya and across Barclays Africa aimed at addressing systematic and recurring complaints.
He or she is expected to establish partnerships with the Country Management Committee, all the business functions, both in country and in Barclays Africa and key stakeholders in the industry to gain an in-depth understanding and knowledge of the customer base, growth and retention strategies to ensure strategic alignment and the establishment of remedial action when required to align with the customer offering for the entire business.
For more details on the role profiles, the required competencies for each role and the application procedure, kindly visit our career section through the link provided below:
Candidates who meet the prescribed criteria are encouraged to submit their detailed applications including their updated CV to the above link or Email: before 30th November 2012.

Kindly note, only short listed candidates shall be contacted.

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