One of such roles is the Head of Customer Service who will be responsible for the entire Customer Service Department, with the purpose of achieving highest level of customer satisfaction, in line with the corporate objectives.
Key Focus Areas:
- Customer Service Leadership: translate corporate objectives in to strategies, and leading the execution of the customer service initiatives, and thus ensuring targets are achieved. Encourage dialogue with Communities, NERC Consumer Forum and other regulatory bodies on customer service related matters, with the view of increasing the quality of the service offered.
- Budgeting and planning: prepare and manage CS annual budget, ensuring systems are in place to ensure monitoring and reporting of variances, in addition to mothly, weekly and adhoc divisional reports. Full control of the company’s assets and expenses.
- Data Management & Research: maximise the functionality and reporting capabilities of the computerised systems by working closely with the ITS division; conduct a customer service assessment surveys and utilise a variety of analytical exercises in order to improve the overall service provided, efficiency in billing and revenue collection.
- Team Management: align departmental targets and work plans with the organisational KPIs and ensure that the department has the required multi-skilled human resources capacity to deliver the desired level of customer service.