Customer Experience Manager for Retail Lending responsible for improving customer interactions, managing NPS, handling high-impact complaints, and advising call centre agents. Identifies root causes of issues and ensures customer responses comply with Treat Customers Fairly and regulatory standards. Requires university degree, at least 5 years of customer service experience in banking, and excellent English and…
Core skills
Customer experience managementNet Promoter Score (NPS) managementComplaint handlingRoot cause analysisCall centre managementRegulatory compliance
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