Head of Customer Services
Responsible for overall operation of customer services division. Overseeing the customer service change project on uplifting service delivery at all 5 offices in Bangladesh.
Responsible for the construction and implementation of the service plan that aligns to the Council's objectives and priorities.
Managing the customer service department delivering face to face, over the phone and web based service to a wide variety of customers.
Representing the front-line customer service element in working harmoniously with other service areas to ensure that the customer service team can deliver the best, most efficient and effective service possible to the customers. Ensuring smooth integration of new services into a single, harmonious contact centre.
Managing the corporate feedback system, process and reporting. Ensuring that the organisation demonstrably learns from customer feedback and uses it as part of continuous process improvement. Ensuring One Council reporting is in place to include all segmented statistics are included.
Working across the organisation to ensure the Council is easy to access, easy to do business with and easy to get first time resolution.