VACANCY ANNOUNCEMENT
The United Civil Servants SACCO (UCSSACCO), a member-owned institution, is committed to providing a comprehensive range of savings and credit products to civil servants, corporate clients, and SMEs across Malawi. Our mission is to drive socio-economic transformation for all Malawians. In anticipation of significant business growth aligned with our 2022-2026 strategic plan, we are actively seeking dedicated individuals eager to contribute to positive community and national development.
Customer Service Supervisor
Reporting Line: Customer Service Team Leader
Role Summary
The Customer Service Supervisor will manage daily member service operations, ensuring the delivery of exceptional service to UCSSACCO members. This role involves supervising member service staff, resolving complex member issues, monitoring service quality, and supporting initiatives to boost member satisfaction, retention, and operational efficiency.
Key Responsibilities
Customer Service Operations
- Oversee daily member service activities to guarantee efficient and professional service delivery.
- Ensure prompt and courteous service for members across all service points.
- Monitor service turnaround times and enforce adherence to established service standards.
- Manage and resolve escalated member complaints and intricate service challenges.
- Ensure the accurate processing of member requests, inquiries, and account-related services.
Member Relationship Management
- Foster positive member relationships and maintain high levels of member satisfaction.
- Educate members on UCSSACCO's available products, services, and procedures.
- Coordinate member education programs throughout the UCSSACCO network.
- Collect and analyze member feedback to identify opportunities for service enhancement.
- Support the implementation of member engagement and retention strategies.
Reporting and Service Monitoring
- Generate periodic performance reports on customer service operations.
- Track trends in customer complaints, inquiries, and resolution times.
- Monitor service delivery metrics and propose measures for improvement.
- Track the number of members educated relative to total membership.
- Escalate persistent operational or service issues to management.
Team Supervision and Performance Management
- Supervise and provide guidance to member service officers.
- Assign duties and monitor staff productivity and attendance.
- Conduct regular performance appraisals, offering coaching and feedback to staff.
- Support staff training and development to enhance customer service skills and product knowledge.
- Ensure staff compliance with organizational policies, procedures, and service standards.
Compliance and Operational Support
- Ensure all member service activities comply with institutional policies and regulatory requirements.
- Maintain the confidentiality and appropriate handling of member information.
- Support fraud prevention efforts by reporting suspicious activities or transactions.
- Assist in the implementation of customer service procedures and systems.
Qualifications, Knowledge, Skills, and Experience Required
- A Bachelor's degree in Business Administration, Marketing, Public Administration, or a closely related field.
- A minimum of two years' experience in customer service operations, including experience in a supervisory capacity.
- A strong understanding of customer service principles and effective complaint handling procedures.
- Excellent communication and interpersonal skills.
- Proven leadership and team supervision capabilities.
- Proficiency in problem-solving and conflict resolution.
- High standards of integrity, professionalism, and accountability.
- The ability to manage multiple tasks effectively and meet deadlines.
Application Process
Interested candidates who meet the specified requirements should submit their application letters, a detailed Curriculum Vitae (CV) with contact details for at least three (3) traceable referees, and copies of their certificates, including MSCE results, no later than 10th June 2026 to:
Email: recruitment@ucssacco.com
Please note that only shortlisted applicants will be contacted.