Head, Customer Service (Full-Time)

Location: Accra
Company: Ghana Union Assurance LTD
Application Deadline: 25 May 2026

Company Profile

Ghana Union Assurance LTD is a leading insurance provider committed to delivering exceptional service, innovative solutions, and customer satisfaction. We foster a professional and collaborative work environment that encourages leadership, innovation, and continuous growth.

Job Summary

We are seeking an experienced and results-driven Head of Customer Service to lead and strengthen our customer experience operations. The successful candidate will provide strategic direction for the customer service function, drive service excellence, and ensure the delivery of high-quality customer engagement across all touchpoints. This role requires a dynamic leader with strong communication, analytical, and problem-solving capabilities.

Key Responsibilities

• Lead and manage the customer service team to deliver exceptional customer experiences
• Develop and implement customer service strategies, policies, and performance standards
• Monitor and improve customer satisfaction levels through effective service delivery initiatives
• Handle escalated customer concerns and ensure timely resolution of issues
• Analyze customer feedback and service performance metrics to identify areas for improvement
• Collaborate with internal departments to enhance operational efficiency and customer engagement
• Drive continuous improvement initiatives to strengthen service quality and customer loyalty
• Coach, mentor, and develop customer service staff to achieve departmental goals
• Ensure compliance with company policies, regulatory standards, and service procedures

Requirements

• Minimum of a Bachelor’s degree in Business Administration, Marketing, Communication, or a related field
• Master’s degree or professional certification in Customer Experience or a related discipline will be an advantage
• Minimum of 7–10 years’ relevant experience, with at least 3 years in a leadership role
• Strong leadership, communication, and interpersonal skills
• Excellent problem-solving, decision-making, and analytical abilities
• Proven ability to lead teams and manage customer relationships effectively
• Strong understanding of customer service operations and performance management principles

What We Offer

• A professional and supportive working environment
• Opportunities for leadership development and career growth
• Competitive remuneration and benefits package
• Exposure to innovative customer experience strategies and industry best practices

How to Apply

Apply online by clicking on the application button.