Manager - Customer Care
Skills
About This Role
1. Customer Care Operations
- Manage day-to-day customer care operations across all channels, including call center, email, web portals, and digital platforms.
- Ensure effective handling of customer inquiries, service requests, complaints, and outage-related communications.
- Oversee customer request intake, logging, prioritization, and tracking through CRM and customer information systems (CIS).
- Ensure customer care services are delivered in accordance with approved SLAs and performance targets.
2. Service Request & Complaint Management
- Establish and maintain standardized processes for service requests, complaints, and escalations.
- Ensure timely coordination with control rooms, operations, and field teams for resolution of customer issues.
- Oversee management of escalated and sensitive customer cases with potential regulatory or reputational impact.
- Ensure accurate documentation, closure, and customer communication throughout the request lifecycle.
3. Performance Management & Reporting
- Define, monitor, and report on customer care KPIs including response times, resolution times, first-contact resolution, customer satisfaction, and complaint volumes.
- Analyze trends, recurring issues, and root causes to support operational and service improvements.
- Prepare regular performance reports and dashboards for senior management and regulators, as required.
- Drive initiatives to improve efficiency, service quality, and customer satisfaction.
4. People Leadership & Capability
- Lead, coach, and manage customer care supervisors, team leaders, and agents.
- Ensure appropriate staffing, shift coverage, and competency levels to meet service demand.
- Establish training, quality assurance, and performance management frameworks for customer care staff.
- Promote a customer-centric culture, accountability, and continuous improvement mindset.
5. Systems, Processes & Digital Enablement
- Ensure effective use of CRM, CIS, outage management systems, and customer communication tools.
- Support system enhancements, automation, and digital self-service initiatives to improve customer experience.
- Ensure data quality, accurate customer records, and compliance with data protection requirements.
- Coordinate with IT and digital teams on customer care system improvements and upgrades.
6. Stakeholder & Interface Management
- Act as the primary interface between customer care, utilities operations, control rooms, billing, and field services.
- Coordinate customer communications during outages, planned works, and major incidents in alignment with operational teams.
- Support regulatory reporting, audits, and customer service reviews.
- Represent customer care in cross-functional forums, service improvement initiatives, and project handovers.
7. Compliance, Risk & Customer Advocacy
- Ensure compliance with customer service regulations, codes of practice, and contractual obligations.
- Manage customer complaints in line with regulatory requirements and escalation procedures.
- Identify customer-related risks and support mitigation actions.
- Act as the voice of the customer within the organization, advocating for service improvements and customer-focused solutions.
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