Head, Customer Care
Location: Lagos
Employment Type: Full-time
Role Purpose
- The Head, Customer Service is responsible for leading and optimizing the delivery of customer service operations to ensure exceptional customer experience, satisfaction, and retention across Ikeja Electric.
- The role oversees the planning, coordination, and performance of customer service teams, ensuring timely resolution of customer issues, effective management of customer relationships, and consistent delivery of high-quality service.
- In addition, the role is accountable for driving customer-focused initiatives, providing strategic insights to support business growth, and ensuring alignment with organisational objectives, policies, and regulatory requirements while fostering a culture of service excellence and continuous improvement.
Role Accountabilities
- Create, develop, and maintain the highest quality relationships that include creative structuring of solutions that meet customer needs.
- Manage an assigned portfolio of consumers, ensuring the maximization of potential from each account.
- Keeping the consumers informed about upcoming events, campaigns etc
- Handle complex and escalated customer service issues.
- Ensure the quality, accuracy, and timeliness of all services, campaigns, and programs delivered to the customer.
- Ensure all complaints are being handled in a timely and proper manner.
- Direct the daily operations of the customer service team.
- Provide feedback to the Department Head to help develop corporate strategy and assist with the development/growth of the business.
- Fully comply with IE’s internal procedure, processes, and policies.
- Monitor the department’s performance through Key Performance Measures.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Identify the training needs of officials and arrange to provide the same.
- Coordinate and manage customer service projects and initiatives.
- Comply with Quality Management System / Occupational Health & Safety requirements, including objectives and applicable regulations relating to assigned jobs.
- Perform other duties as assigned by the CEO/HOD or designate.
Minimum Requirements
- Bachelor’s Degree in Business Administration, Marketing, Engineering, or any Social Science discipline.
- Post-Graduate Requirement: An MBA or a Master’s degree in a related field is highly preferred and is an added advantage.
- Professional Certification: Membership in a recognized Customer Service or Management institute (e.g., NIM, ISN, or CCXP) is an added advantage.
- A minimum of 5 years of relevant work experience in a commercial environment, with at least 3 years in a management or supervisory role
Skills & Competencies:
- Key Account Management
- Electricity Regulations and Policies
- Data Gathering and Analysis
- Quality Assurance Management
- Business Intelligence
- Corporate/ Business Strategy
- Customer Focus
- Customer Support
- Energy Loss Reduction Techniques Management
- Management Information Systems (MIS)
- Customer Centricity
- Risk Management
- People Leadership
- Entrepreneurship
- Organisational Learning
- Change Management,
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online