Group Head, Customer Service in Lagos, Nigeria

at Avon Healthcare Limited

Health, Wellness and Fitness
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female
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Job Description

  • Oversee and lead the Customer Service group made up of Client Service Managers and Executives, and Contact Centre Managers and Consultants. Ensure overall customer satisfaction targets are met and exceeded.
  • Lead, manage and implement a value-adding end-to-end customer service strategy driven from clear insight into the healthcare industry and consumer trends that drives improvement in service delivery and efficiency.
  • Lead and deliver a clear implementation plan for the strategy based on clear and measureable actions and targets for improvement.
  • Lead the development of a high performing customer service group and a culture of continuous improvement based on adopting best practice
  • Ensure performance metrics are in place, performance properly monitored and improvement plans developed and implemented to maximise service performance from Avon HMO to all stakeholders.


Education Required:

  • Bachelor’s degree in Marketing, Business Administration or related field required.
  • MBA or relevant graduate degree preferred

Experience Required:

  • Eight or more years of progressively responsible customer service experience in a banking, telecoms or other consumer focused environment.
  • Excellent communication, stakeholder management and team-building skills.
  • Experience in creating a holistic view to customer experience, with regard to: formulating, implementing and improving service standards for a positive and memorable customer experience.
  • A track record in identifying and delivering ongoing efficiencies.
  • Having strong leadership skills and the tenacity and determination to make improvements, in conjunction with teams.
  • Exceptional day-to-day project and task management leading to achievement of measurable Quarterly goals and objectives

Competencies, Skills, and Attributes:

  • Strong oral and written communication skills; with multiple audiences
  • A strategist and a tactician that can roll up their sleeves and execute
  • Ability to effortlessly develop relationships with both internal and external teams
  • An innovator of new ideas, ventures and progressive initiatives
  • Strong business acumen
  • Ability to develop, manage and grow a world class and sophisticated customer service team
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