Branch Liaison Manager

Summary:

The Branch Liaison Manager plays a crucial role in enhancing customer satisfaction and operational efficiency within our call centre at Kemps Creek. This position is responsible for fostering strong relationships between the branch and its clients, ensuring that service delivery meets the highest standards. The ideal candidate will possess a blend of leadership skills and customer service expertise, contributing to the overall success of our organisation.

Responsibilities:

• Develop and maintain strong relationships with clients to ensure their needs are met effectively.
• Oversee daily operations of the branch, ensuring compliance with company policies and procedures.
• Lead and motivate a team of customer service representatives to achieve performance targets.
• Analyse customer feedback and operational data to identify areas for improvement.
• Collaborate with other departments to enhance service delivery and resolve customer issues.
• Prepare and present reports on branch performance and customer satisfaction metrics.
• Implement training programmes for staff to improve service quality and efficiency.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• A minimum of 5 years’ experience in a customer service or call centre environment, with at least 2 years in a managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in data analysis and performance metrics.
• Ability to work under pressure and manage multiple tasks effectively.
• Familiarity with customer relationship management (CRM) software.