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Position: Customer Service Team Leader

Location: Nairobi, Kenya

Job Description

The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business. The successful candidate will report to the Head of Operations and Customer Service in the UK office.


  • Daily performance planning and management meeting with the UK team
  • Quality calibration and action planning with UK-based quality control manager
  • Appraisals and performance management of the Nairobi team.
  • Participation in continuous improvement process organised across global teams.
  • Contact centre business continuity and disaster recovery planning and delivery
  • Liaison with the outsourced HR support and outsource desktop support teams.
  • Responsible for recruitment in line with budgeted headcount requirements
  • Development and training of staff
  • Ensuring correct payroll and leave settlements for the team
  • Taking and resolving escalated enquiries


  • 5 years of progressive experience in customer service team leadership preferably in a fintech industry
  • Demonstrated ability to work, manage, and meet competing deadlines in a fast-paced environment
  • Demonstrated success in supporting team members and senior management
  • Must have a proven track-record of proactively identifying, communicating potential problems and proposing solutions
  • Bachelors degree in a business-related course
  • Demonstrated commitment to staff training and development
  • High level of interpersonal skills.
  • Fast thinking, proactive and confident working unsupervised using own initiative.
  • Have strong people management skills and be able to demonstrate experience in this area.
  • Ability to carry out responsibilities independently with minimal technical support
  • Proficiency in Microsoft office
  • Excellent communication skills.
  • Have a passion for accuracy and clarity of thought.

How To Apply

Candidates interested in the position are invited to forward detailed CV, and cover letter to  not later than Tuesday, 7th July 2020.

The email subject should be “Customer Service Team Leader.

Only shortlisted applicants will be contacted for interview.

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