At Britam, we are committed to delivering excellence in all our customer interactions. We understand that customer experience is the cornerstone of brand loyalty and long-term growth. As we continue to evolve and enhance our service delivery, we are seeking a dynamic and detail-oriented professional to join our team in the capacity of Assistant Manager, Service Experience.
This is a strategic role designed for an individual who possesses both a sharp eye for quality and a deep understanding of customer relations. If you are passionate about improving service standards, developing staff capabilities, and addressing customer concerns with empathy and fairness, then this opportunity is for you.
Purpose of the Role
The primary responsibility of the Assistant Manager, Service Experience is to manage and uplift service experience quality assurance and complaints management processes across Britam. The role involves evaluating the quality of service at various customer touchpoints, ensuring that complaints are handled diligently, and proactively recommending solutions for improvement. It is a pivotal position that bridges customer feedback with actionable insights to enhance service delivery and operational efficiency.
Detailed Job Description
1. Complaints Management and Investigation
- Take full ownership of the complaints management framework across the organization, ensuring all customer complaints are accurately documented in the centralized complaints system.
- Conduct in-depth investigations into each complaint to ensure resolutions are fair and transparent, maintaining a high level of empathy and respect in all customer communications.
- Ensure all complaints are acknowledged and responded to within established timelines, in line with regulatory and internal service standards.
- Analyze recurring issues and escalate systemic problems to appropriate departments for strategic resolution.
- Work collaboratively with cross-functional teams to root out causes of customer dissatisfaction and ensure long-term remediation.
2. Quality Assurance and Continuous Improvement
- Oversee the quality assurance processes for all customer service interactions, including emails, calls, chat logs, and survey responses.
- Conduct periodic reviews of service incident data to evaluate compliance with internal performance benchmarks.
- Provide structured feedback—verbal and written—to customer service agents and team leads regarding service gaps and areas for enhancement.
- Perform mock evaluations of newly hired agents post-training to assess their readiness for live engagements.
- Develop comprehensive reports summarizing quality trends, agent performance, and improvement initiatives.
- Work with operational teams to address findings from audits and ensure corrective actions are implemented efficiently.
3. Training, Coaching, and Staff Development
- Facilitate targeted coaching sessions for frontline staff, contact center agents, back-office teams, and the Complaints Management Unit.
- Contribute to the development of training modules that address common customer service pitfalls and regulatory expectations.
- Use real case scenarios and complaints data to craft coaching content that resonates with team members.
- Monitor the impact of training and coaching efforts through before-and-after performance metrics.
- Mentor junior staff and cultivate a culture of continuous learning and excellence in service delivery.
4. Data Analysis and Reporting
- Utilize customer experience tools to gather, interpret, and present data-driven insights on service quality and complaint trends.
- Prepare periodic dashboards and executive summaries highlighting complaint volumes, resolution timelines, root cause trends, and stakeholder feedback.
- Recommend strategic changes based on data insights to eliminate customer pain points and streamline internal processes.
- Conduct root cause analysis for complex service issues to identify operational or behavioral factors affecting customer satisfaction.
5. Process Optimization and Stakeholder Engagement
- Review existing service delivery procedures to identify inefficiencies and opportunities for improvement.
- Lead process enhancement initiatives by liaising with internal stakeholders and fostering collaborative problem-solving.
- Standardize service delivery protocols to align with quality expectations and organizational goals.
- Promote a customer-centric mindset across departments by sharing insights from complaints and quality reviews.
- Serve as a key contributor to strategic meetings involving customer experience metrics and improvement planning.
6. Communication and Collaboration
- Act as a liaison between frontline customer service teams and management, ensuring that feedback and insights are relayed effectively.
- Develop executive-level presentations to facilitate meaningful discussions around complaint trends and service excellence strategies.
- Build and nurture strong working relationships with internal stakeholders to drive a unified approach to customer satisfaction.
- Support cross-functional initiatives aimed at transforming the customer experience across all engagement channels.
Key Performance Measures
Performance in this role will be monitored using clearly defined KPIs set forth in your Personal Score Card, which may include:
- Turnaround time for complaint resolution.
- Accuracy and thoroughness of complaint investigations.
- Quality ratings from service audits.
- Employee improvement post-coaching sessions.
- Number and effectiveness of implemented service improvement initiatives.
- Stakeholder feedback and customer satisfaction scores.
Knowledge, Experience, and Skills Required
- A University degree from a recognized institution.
- A minimum of three (3) years of experience in customer complaints management and quality assurance, preferably in the financial services industry.
- A solid track record in relationship management, particularly in a customer service environment.
- Strong command of both written and verbal communication with the ability to tailor messages for various audiences.
- Proficiency in preparing and presenting executive-level reports and dashboards.
- Exceptional interpersonal and negotiation skills.
- Demonstrated ability to multi-task and prioritize effectively, especially when dealing with input from multiple team members.
- High attention to detail and an unwavering commitment to quality and customer-centricity.
- Sound understanding of how process efficiency and behavior influence service delivery outcomes.
- Analytical capabilities to conduct data interpretation and root cause analysis.
- Capacity to lead teams in high-pressure environments and during significant organizational changes.
Why Join Britam?
Britam is a leading diversified financial services group operating in Kenya and across the region. We are committed to delivering innovative financial solutions that are relevant and accessible to all segments of society. Joining Britam means becoming part of a dynamic, inclusive, and forward-thinking team that values service excellence and career development.
In this role, you will have a significant opportunity to shape the customer service culture of the organization, ensuring that every client interaction meets and exceeds expectations. Your contributions will be instrumental in driving transformation and in positioning Britam as a customer-first organization in the competitive financial services space.
Application Information
If you are interested in this role and meet the outlined criteria, we invite you to submit your application. The position will remain open until it is filled.
Please note: Applications for this role must be submitted via email. Further instructions on how to apply will be provided in the official listing or by contacting the HR department.
Thank you for considering a career with Britam. We look forward to welcoming a new member to our team who is as passionate about service excellence as we are.
