The Head of Customer Service in the banking industry is responsible for ensuring that customers receive high-quality service and support. They oversee the customer service team, which includes training, coaching, and managing staff to ensure they are equipped with the necessary skills to provide excellent customer service. The Head of Customer Service also develops and implements strategies to improve customer satisfaction levels by identifying areas for improvement in processes, policies, and procedures.
In addition to managing the customer service team, the Head of Customer Service works closely with other departments within the bank such as marketing, sales, operations, and compliance. They collaborate with these teams to ensure that all aspects of customer experience are aligned with business objectives. The Head of Customer Service also monitors key performance indicators (KPIs) such as call volume, wait times on hold or chat queues or email response times etc., to identify trends or issues that need attention.
Overall, a successful Head of Customer Service in banking must have strong leadership skills combined with excellent communication abilities. They should be able to motivate their team while maintaining a focus on delivering exceptional customer experiences. Additionally they should be able to analyze data effectively so they can make informed decisions about how best to improve processes or policies related specifically towards improving overall satisfaction levels among customers who interact with their bank's services regularly.