Nairobi Full Time Banking & Finance
KSh Confidential
1 month ago

Job Summary

Applications are invited from qualified persons for the above vacant position.

  • Qualification Level: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Overall Job Purpose

Reporting to the Customer Service Manager the Customer Service Assistant will be Responsible for day to day running of customer experience metrics and in reporting/handling of customer queries & complaints .They shall also support in driving a customer centric culture through monitoring of Service Level agreements (SLA) performance & service charters.




  • Ensure the implementation of world-class Customer experience across all touch points
  • Monitor teams to ensure there is coordinated implementation of customer experience strategy
  • Implement the Customer Events Calendar for the year.
  • Ensure appropriate toolkits and/or reference guides are available to support staff in responding quickly to customer needs.
  • Ensure there is execution of continuous update of  customer contact information
  • Implement governance, risk, compliance and control in customer service docket.
  • Ensure all our processes adhere to the Consumer Protection Guidelines and TCF principles.
  • Monitoring and reporting of Customer Service Performance indicators-SLA’s,TAT and provision of accurate daily, weekly and monthly quantitative reports
  • Monitor the performance and adherence of all customer service charters
  • Drive and monitor the implementation of action plans to drive the NPS ,Customer Satisfaction Scores ,Effort score, Mystery shopping, across the different Business units
  • Carryout inter-departmental service quality assessments and follow through with action plans
  • Organize for forums to discuss Customer feedback(Internal/External) and manage the improvement action plans
  • Execute on the Customer Engagement forums, including Customer Focus Weeks
  • Monitor Execution of customer initiatives across different customer segments


·         To correspond with customers in consultation with the Team Leaders/ Unit Heads

·         Undertake daily actioning of queries and complaints

·         Attend to walk in customers and incoming calls streamed to the customer service desk on a daily basis.

  • Share key trends on complaints logged and give recommendations to ensure service improvement.

·         Facilitate investigation of complaints and channel them to various departments or teams for end to end resolution within required timelines.

·         Deliver excellent and consistent customer service through timely resolution of queries and impeccable phone service.

  • Co-ordination with departmental heads where approvals are required
  • Ensuring that all teams resolve complaints within the SLA.


·         Maintain records of customer service and daily updates and correspondences regarding any complaints received.

·         Submit monthly returns on query & complaints received

·         Maintain records of walk-in customers and incoming calls and ensuring timely login on the Complaints and query management system.

·         Timely review and resolution of outstanding work in progress on a daily basis.

·         To perform Weekly, Monthly and Quarterly snap checks

·         Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

·         Understand and manage risks and risk events (incidents) relevant to the role.

·         Delivering operational excellence in achieving quality, cost and service standards on assigned work.

PEOPLE AND TEAM WORK (10%)             

·         Constant liaison with the business network and key stake holders to undertake appropriate measures on complaints and queries assigned on own work stream.

·         Ensure individual performance objectives and measures are agreed with line manager.

·         Ensure constant performance discussions with Line manager on performance.

·         Participate in local events to support local needs, develop individual and team skills and raise the Barclays profile in the local community

·         Pursue continuous self-development


·         Proactively drive collaboration with varied stakeholders (BU/Functional/External) to enrich and enhance the Customer Experience Strategy and associated deliverables.

·         Liaise and ensure timely delivery of NPS Action Plans by all Business units

·         To ensure that the Team Leader is fully assisted in any assignments given

Role / Person


Education and Experience Required:

  • Must be a University graduate in any Business related degree
  • At least 2 years customer service experience in insurance and/or Financial Services.
  • Professional customer experience qualification is an added advantage

Knowledge & Skills:

  • Excellent stakeholder management skills
  • Relationship Management skills
  • Interpersonal skills
  • Presentation Skills
  • Negotiation and Influencing skills
  • Excellent communication skills both Verbal &  Written

Technical Competencies:

  • Customer handling techniques
  • A deep understanding of Customer experience measures/metrics
  • Customer service MIS skills
  • Knowledge of SLA’s/Service Charters
  • Planning and personal organization
  • Report writing

Mental &



(RSA Specific)

Special work requirements:                   

Must be able to interpret and understand complex

scenarios and calculations

Business change






Communication and Interaction


Yes, verbal and written

Communication and Interaction required:

Staff in own area

(manager, subordinates, colleagues)


Staff outside own area


Internal customers

(other than staff in own area)


External Customers


Regulators/Government Agencies




Other : Internal Support

(e.g. Industry Forums/Associations)


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