Background

The United Civil Servants SACCO is member-owned institution dedicated to offering a diverse array of savings and credit products to civil servants, corporate organizations as well as SMEs in Malawi, our mission is to transform the socio-economic lives of all Malawians. With projected business growth for 2026 in alignment with our strategic plan planning from 2022 to 2026, we are actively seeking individuals passionate about fostering positive change in their community and country. We invite applications from candidates driven to contribute to the socio-economic improvement of their society and nation through the United Civil Servants SACCO.Malawi career guide

Job Purpose

The Customer Service Supervisor is responsible for overseeing daily member service operations and ensuring the delivery of high-quality service to members of UCSSACCO. The role focuses on supervising member service staff, resolving escalated member issues, monitoring service standards, and supporting initiatives that enhance member satisfaction, retention, and operational efficiency.

Main Duties and Responsibilities

Customer Service Operations

• Supervise day-to-day member service activities to ensure efficient and professional service delivery
• Ensure members are attended to promptly and courteously across all service centers
• Monitor service turnaround times and ensure adherence to service standards
• Handle and resolve escalated member complaints and complex service issues
• Ensure accurate processing of member requests, inquiries, and account-related services

Member Relationship Management

• Promote positive relationships with members and ensure high levels of member satisfaction
• Educate members on available SACCO products, services, and procedures
• Plan member education programs across the UCSSACCO network
• Gather and analyze member feedback to identify service improvement opportunities
• Support implementation of member engagement and retention initiatives

Reporting and Service Monitoring

• Prepare periodic customer service performance reports
• Monitor customer complaints, inquiries, and resolution trends
• Track service delivery metrics and recommend improvement measures
• Track educated members against membership
• Escalate recurring operational or service issues to management

Team Supervision and Performance Management

• Supervise and guide member service officers
• Allocate duties and monitor staff productivity and attendance
• Conduct regular performance reviews and provide coaching and feedback to staff
• Support staff training and development to improve customer service skills and product knowledge
• Ensure staff comply with organizational policies, procedures, and service standards

Compliance and Operational Support

• Ensure all member service activities comply with institutional policies and regulatory requirements
• Maintain confidentiality and proper handling of member information
• Support fraud prevention efforts by reporting suspicious activities or transactions
• Assist in implementation of customer service procedures and systems

Qualifications, Knowledge, Skills and Experience

• Bachelor’s degree in Business Administration, Marketing, Public Administration, or a related field
• At least 2 years’ experience in customer service operations, including experience in a supervisory role
• Strong knowledge of customer service principles and complaint handling procedures
• Excellent communication and interpersonal skills
• Strong leadership and team supervision skills
• Good problem-solving and conflict resolution skills
• High level of integrity, professionalism, and accountability
• Ability to manage multiple tasks and meet deadlines

• Supervise day-to-day member service activities to ensure efficient and professional service delivery
• Ensure members are attended to promptly and courteously across all service centers
• Monitor service turnaround times and ensure adherence to service standards
• Handle and resolve escalated member complaints and complex service issues
• Ensure accurate processing of member requests, inquiries, and account-related services
• Promote positive relationships with members and ensure high levels of member satisfaction
• Educate members on available SACCO products, services, and procedures
• Plan member education programs across the UCSSACCO network
• Gather and analyze member feedback to identify service improvement opportunities
• Support implementation of member engagement and retention initiatives
• Prepare periodic customer service performance reports
• Monitor customer complaints, inquiries, and resolution trends
• Track service delivery metrics and recommend improvement measures
• Track educated members against membership
• Escalate recurring operational or service issues to management
• Supervise and guide member service officers
• Allocate duties and monitor staff productivity and attendance
• Conduct regular performance reviews and provide coaching and feedback to staff
• Support staff training and development to improve customer service skills and product knowledge
• Ensure staff comply with organizational policies, procedures, and service standards
• Ensure all member service activities comply with institutional policies and regulatory requirements
• Maintain confidentiality and proper handling of member information
• Support fraud prevention efforts by reporting suspicious activities or transactions
• Assist in implementation of customer service procedures and systems

• Strong knowledge of customer service principles and complaint handling procedures
• Excellent communication and interpersonal skills
• Strong leadership and team supervision skills
• Good problem-solving and conflict resolution skills
• High level of integrity, professionalism, and accountability
• Ability to manage multiple tasks and meet deadlines

• Bachelor’s degree in Business Administration, Marketing, Public Administration, or a related field
• At least 2 years’ experience in customer service operations, including experience in a supervisory role