Calamatta Cuschieri Moneybase plc
FinTech
CustomerCareOperationsLead
“Customer Care Operations Lead at Calamatta Cuschieri Moneybase plc. Skills: Customer care operations, Contact centre operations, SLA management, Knowledge management. Oversee customer complaints. Oversee dissatisfaction cases”
Industry & Context.
Problem solving; Root cause analysis
What They're Looking For.
Must Have
Experience in customer care, Experience handling complex cases, Experience working with SLAs, Experience using CRM, Experience using ticketing systems, Written and verbal communication, Ability to work with different departments, Follow up effectively
Nice to Have
Experience with root cause analysis, Experience preparing knowledge content for AI, Experience working with product teams, Experience working with compliance teams, Experience working with operations teams, Experience working with payments teams, Experience working with back-office teams, Experience supporting change, Experience improving service consistency
What You'll Do.
Oversee customer complaints
Oversee dissatisfaction cases
Oversee complex queries
Support agents with sensitive situations
Support agents with high-risk situations
Ensure customer issues handled professionally
Ensure customer issues handled fairly
Ensure customer issues handled in line with procedures
Identify recurring complaint themes
Identify customer pain points
Recommend improvements to reduce issues
Recommend improvements to reduce customer effort
Ensure tickets progress within SLA
Follow up with internal departments
Highlight recurring delays
Highlight bottlenecks
Highlight process gaps
Provide updates on SLA performance
Provide updates on ageing tickets
Provide updates on key risks
Own knowledge base maintenance
Ensure articles are accurate
Ensure FAQs are accurate
Ensure internal guidance is accurate
Update content when products change
Update content when processes change
Update content when fees change
Update content when policies change
Update content when regulatory requirements change
Work with departments to validate content
Use customer queries to identify gaps
Use complaints to identify gaps
Use tickets to identify gaps
Use quality findings to identify gaps
Structure content for agents
Structure content for internal teams
Structure content for AI tools
Support quality control activities
Coach agents on complaint handling
Coach agents on ownership
Coach agents on tone of voice
Coach agents on problem solving
Share feedback to improve service
Support root cause analysis
Recommend process improvements
Recommend communication improvements
Recommend system improvements
Promote customer centric mindset
Promote improvement focused mindset
Use CRM to monitor performance
Use omni-channel to monitor performance
Use ticketing tools to monitor performance
Use reporting tools to monitor performance
Analyse trends in complaints
Analyse trends in SLA breaches
Analyse trends in repeat contacts
Analyse trends in ageing tickets
Prepare reporting on key themes
Prepare reporting on risks
Prepare reporting on improvement actions
Escalate recurring issues
Escalate operational risks
Support AI agent knowledge preparation
Ensure AI-facing knowledge is accurate
Ensure AI-facing knowledge is structured
Ensure AI-facing knowledge is reviewed
Identify recurring queries for automation
Identify recurring queries for self-service
Help ensure AI tools improve customer experience
Help ensure AI tools reduce operational effort
How You'll Work.
Team & Collaboration
Link between Customer Care and other departments; Work with relevant departments; Work with different departments
Communication Scope
Written communication; Verbal communication
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