Customer Care Floor Lead

Job description

We are seeking an experienced and customer-focused Customer Care Leader to provide day-to-day leadership and operational support to our Customer Care Officers, specifically in the CET (Customer Establishment Team) / Credits space within the Centre of Excellence. This role is critical in ensuring the delivery of high-quality customer service, effective case management, and achievement of service level and performance targets. As the first point of escalation for frontline issues, you will play a key role in complaint resolution, coaching and developing team capability, and driving consistent adherence to systems, processes, and customer service standards. Key Responsibilities: Team Leadership & Support: - Provide daily supervision, coaching, guidance, and support to Customer Care Officers in the CET and Credits teams - Lead daily team huddles to communicate priorities, service focus areas, and operational updates - Act as the first point of escalation for team queries, complaints, and service exceptions - Support capability development through feedback, coaching, and training initiatives Customer Service & Complaint Resolution: - Deliver professional and responsive customer service...