The candidate will be responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence.

Duties and responsibilities

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager.
• Ensure that resources are trained to effectively deal with account queries, audit queries, account updates and promotional queries.
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro‑active in managing and highlighting potential concerns.
• Manage the customer service digital team to ensure excellent and timely front‑end communication with customers, appropriate escalations on issues and queries.
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit or promotional queries where appropriate, based on the nature of ...