Senior Customer Service Officer

Company Description Tsehay Bank is a fast-growing private bank committed to delivering modern, reliable, and high-quality banking services to a diverse customer base. The bank offers both conventional and Interest-Free Banking (IFB) services, supported by cutting-edge digital banking solutions. With a vision to become one of the leading private banks in East Africa, Tsehay Bank focuses on inclusive, customer-centered financial products. The organization promotes accessibility, innovation, and service excellence, making it an engaging environment for banking professionals who value growth and modern practices. Role Description The Senior Customer Service Officer is a full-time, on-site role based in the London Area, United Kingdom. This role is responsible for managing customer interactions at branch and office touchpoints, handling inquiries, resolving issues, and ensuring a positive and efficient banking experience. The Senior Customer Service Officer will oversee complex service requests, guide customers through digital and IFB service options, and escalate cases when needed to maintain high service standards. Daily tasks include supervising service quality, supporting junior staff, monitoring customer feedback, and collaborating with internal teams to improve processes and customer satisfaction. The role also involves maintaining compliance with banking policies and procedures and representing Tsehay Bank's values in every customer engagement. Qualifications

• Strong Customer Service and Customer Support skills, with experience handling complex queries and complaints.
• Ability to drive Customer Satisfaction and enhance Customer Experience through proactive, solution-oriented service.
• Excellent Interpersonal Skills, including clear communication, active listening, and professional relationship-building.
• Previous experience in banking or financial services, preferably in a senior or supervisory customer-facing role.
• Knowledge of digital banking tools and interest-free banking concepts is an advantage.
• Proven ability to work on-site in a fast-paced environment, manage multiple priorities, and meet performance targets.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Relevant diploma or degree in Business, Finance, Banking, or related field, or comparable professional experience.