Job Description

The Head of Customer Service is responsible for leading and managing all customer service operations within the branch. The role ensures exceptional service delivery, effective handling of customer inquiries, compliance with policies, and continuous improvement in customer satisfaction. This position supervises customer service officers, front-desk staff, and ensures that every client receives a smooth, professional, and efficient banking experience.

Roles and Responsibilities

Customer Service Leadership

• Lead and supervise customer service officers, front-desk staff, and tellers.

• Ensure high-quality service delivery and professional handling of customer needs.

• Provide guidance, mentorship, and coaching to the customer service team.

• Manage staff schedules and ensure adequate coverage throughout the day.

• Ensure customers receive timely and accurate information about bank products and services.

• Handle escalated customer complaints and resolve complex issues promptly.

• Maintain a warm, welcoming, and customer-focused environment in the branch.

• Monitor customer satisfaction levels and implement actions to improve service quality.

Operations & Compliance

• Ensure all customer service-related activities comply with AML/KYC rules, Bank of Somaliland guidelines, and internal policies.

• Oversee account opening processes, ensuring proper documentation, verification, and customer onboarding.

• Ensure the branch front office follows security, confidentiality, and operational procedures.

• Collaborate with the branch manager to ensure smooth branch operations.

Service Quality & Performance Monitoring

• Track customer service KPIs such as waiting time, service quality, and issue resolution rates.

• Ensure timely responses to customer requests such as statements, confirmations, and inquiries.

• Conduct regular quality checks on customer interactions, documents, and records.

Customer Education & Product Promotion

• Educate customers on digital banking channels, mobile banking, e-banking, and self-service options.

• Promote bank products by explaining features, benefits, and requirements.

• Support cross-selling of banking products including savings accounts, SME finance, insurance, and remittance services.

Branch Coordination

• Work closely with branch manager and business development teams to ensure seamless customer service.

• Provide daily, weekly, and monthly customer service reports to the Branch Manager.

• Assist with implementation of new customer service policies, systems, and tools.

Issues Management & Problem Solving

• Manage customer complaints register and ensure timely closure of issues.

• Identify common customer problems and recommend improvements to management.

• Implement corrective and preventive measures to improve service efficiency.

Job Requirements:

Education

• Bachelor’s degree in Business Administration, Marketing, Banking & Finance, Economics, or related field.

• Additional certifications in customer service, communication, or leadership are an advantage.

Experience

• Minimum 4 years’ experience in banking, customer service, or branch operations.

• At least 2 years in a supervisory or team leader position.

• Strong experience in customer handling, account opening, and front-office operations.

Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong leadership and team management capabilities.

• High level of customer focus and service excellence.

• Problem-solving and conflict resolution skills.

• Strong understanding of banking operations, KYC/AML, and service procedures.

• Ability to work under pressure while maintaining professionalism.

• High integrity, confidentiality, and discipline.

• Proficiency in core banking systems and customer service modules.

• Good knowledge of Microsoft Office.

• Ability to use CRM or ticketing systems.

Additional Details

Employment Type

Full-time

Work Mode

Onsite

How to apply

https://talent.basehr.co.uk/apply/ca0f9307-a6ff-40dd-acd5-63a281e2c1ec