Head of Customer Service Department

• Establish service department processes (with support from the head office)

• Build and lead a team

• Develop standards and scripts (with support from the head office)

• Create a training programme for colleagues

• Organise department operations

• Develop and ensure adherence to standards

• Participate in all departmental processes

• Perform line duties (until the team is fully formed)

• Receive and handle complaints

• Liaise with customers

• Work with network partners and managers

• Train new employees

• Monitor and assess department performance

• Report to management on key indicators (number of requests, number of resolved requests, customer satisfaction ratings)