The Ugandan Jobline

• Working as primary contact for customers
  visiting Head office (Reception)
• Be the integral member of the Customer Service
  Team

• Champion and promote
  the delivery of an excellent and consistent customer service and
  sales experience for customers ensuring that all processes defined by the
  business are customer centric
• Support management in the planning, and
  launch of all customer service initiatives and projects across all
  business channel.
• Provide ongoing feedback on customer
  service to all levels
• Proactively generate customer interest in
  products and services, either by face-to-face or telephone contact,
  ensuring appropriate follow up and  closure of lead by assigned
  sales person
• Identify and solve problems for potential
  and existing customers highlighted through, interaction with front end
  staff, CSAT calling program and/or the complaint or query handling process
• Assist Customer Service Quality to conduct
  customer surveys (i.e. CSAT calling, Mystery shopping and
  independent/outsourced surveys)
• Complaint and query management following
  the Bank’s policies and procedures. Proactively and reactively deal with
  customer complaints and queries, engaging stakeholders as appropriate
• Achieve and seek to exceed all agreed
  servicing targets.
• Be an active member of the Customer
  Service team, supporting Frontline staff and others in the delivery of
  excellent customer service.
• Implement quality checking at front end
  channels (branch, ATM, Internet banking etc) to reduce customer
  complaints. Identify primary causes of complaints and coordinate with
  affected stakeholders to eliminate core causes of complaints.

• Responsible for recording and maintaining
  personal and business performance records as required
• Embrace and support the management of
  change.
• Update/maintain Customer Information
• Adhere to rules relating to controls and
  compliance.
• Regular communication with Front end Teams
  to set and review achievements of performance targets, etc.
• Work effectively with colleagues across
  the business (front end and back office) to ensure high level customer
  service is provided at all times and to maximize sales opportunities

• Provide active and inspiring support to
  front end staff in-country.
• Be a visible advocate of service for the
  channel, role modeling all behaviors as related to customer service.
• Undertake continuous development of self
  and proactively share learning with others.
• Challenge and/or provide challenging
  performance and development feedback to front end and customer service
  team regularly.  
• Identify and plan succession roles for own
  role with supporting development plans

• Ensure necessary regulatory and compliance
  requirements related to service are strictly adhered to by front end
  teams/channels
• Provide ongoing feedback on current status
  of service initiatives & customer service levels to the business,
  suggesting improvements or new programs where appropriate.
• Support Head of Front End to ensure the
  Branch parenting program is effective.
• Oversee, Monitor and Report on Key
  Performance Indicators for front end services as required

• The applicant should have knowledge of the
  challenges faced by a range of different customers and an awareness of
  wider bank issues and policies affecting front end service
• In-depth knowledge of the products and
  services offered to our Retail customers
• Working knowledge of core corporate
  products.
• Good knowledge of Bank’s internal systems
• Prior experience in a service environment
• Excellent oral and Communication skills
  (oral, telephone and written)
• Influencing skills.
• Interpersonal skills.
• Keyboard/PC skills (basic).
• Team working.

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