Head Customer Care

A vacancy has arisen within the management team forming part of the Commercial Department:

Head Customer Care

Reporting to the Head Commercial, the chosen candidate will assume full responsibility to manage the Company's Customer Care function by taking a hands-on approach while coaching, training and motivating on an ongoing basis the team to achieve and maintain high efficiency levels of performance and customer service.

Main duties and responsibilities include but are not limited to:

  • Managing the operations of the Contact Centre through the various touch points;
  • Ensuring internal KPIs set for the Contact Centre are met and that customer expectations are exceeded;
  • Establish the root cause of repeated complaints and drive the required action with the lead service
  • departments through an action plan report;
  • Attending to customers who may require escalation of complaints;
  • Following-up with other departments to ensure that complaints are replied to effectively and efficiently;
  • Upkeeping of the Customer Care ticketing system including the relevant analysis of information and the
  • consequent issuing of reports to higher;
  • Ensuring full participation in the team's performance appraisal review process by first setting targets and
  • then working towards these objectives, which may include personal development ones;
  • Recommending ways of increasing the efficiency of the team whilst ensuring that staff engagement;
  • Liaising with regulating bodies regarding queries and complaints received;
  • Authorising justified compensation requests;
  • Coordinating and planning the work of the Team supervisors;

Ideal candidates would:

  • Hold formal relevant educational certificates complemented by a number of years' relevant experience in a similar field of expertise;
  • Be client focused, organised and results oriented;
  • Have strong co-ordination and monitoring skills with the ability to engage with persons at all levels;
  • Have a good working knowledge of software applications;
  • Be a team player with previous experience in a leadership role;
  • Possess proven leadership skills including assertiveness and the ability to react well when under pressure;
  • Possess strong written and verbal communication skills, in both English and Maltese.

Interested individuals are invited to submit a letter of application, supported by a detailed curriculum vitae at recruitment@maltapost.com

All applications will be acknowledged and treated in strict confidence. Any soliciting will automatically disqualify.