Customer Service & Contact Centre Lead at Lheon Consulting Limited

Lheon Consulting Limited is a strategy development and talent consultancy company, devoted exclusively to career shaping and personal development activities.We work globally with professionals and experts in the financial sectors to offer resourceful training, assessment and recruitment services to financial and non-bank financial institutions through use of innovative technologies to achieve a perfect workplace.

We are recruiting to fill the position below:

Job Title: Customer Service & Contact Centre Lead

Location: Lekki, Lagos,
Employment Type: Full-time

Qualifications

• Minimum Requirement: Higher National Diploma (HND) or Bachelor of Science (BSc) degree in any relevant field.

Work Experience:

• A minimum of 4 years of continuous experience in customer service or contact centre management, with at least 2 years at a supervisory or team lead level.
• Demonstrated experience in lending, microfinance, or a related financial services environment is a mandatory requirement.

Knowledge:

• Working knowledge of lending products, borrower onboarding processes, repayment structures, and early-stage delinquency indicators.
• Understanding of customer data handling obligations and the importance of accurate CRM record-keeping in a regulated lending environment.

Skills and Abilities:

• Minimum Standard: Strong verbal communication and interpersonal skills. Confidence handling borrower complaints, repayment conversations, and escalations professionally and without escalating tension.
• Developmental Maximum: Ability to interpret contact centre performance data, identify conversion pattern trends, and recommend campaign adjustments to the Head of Sales & Marketing based on field intelligence.

Personality and Motivation:

• Thrives in a target-driven environment that combines service accountability with commercial output. Comfortable being measured on both simultaneously.
• Resilient, organized, and motivated by tangible results. Finds satisfaction in building a high-performing team and watching conversion rates move.

Circumstances:

• Based on-site at the Igbo Efon, Lekki office. Lagos-based candidates should factor commute time when applying. This role is fully on-site.

Competencies and Behaviours:

• Accountability: Owns team performance numbers without deflection. When a target is missed, the response is a diagnosis and a plan, not an explanation.
• Commercial Awareness: Understands that the contact center is a revenue channel, not just a support function. Every call is an opportunity.
• Process Discipline: Maintains CRM accuracy, reporting cadence, and escalation protocols consistently, even under volume pressure.

Salary
N400,000 - N600,000 per month. 

Remuneration and Benefits:

• Monthly performance-based incentive tied to reactivation conversions, team conversion rate, and outbound call volume compliance. Incentive details confirmed at offer stage.
• Comprehensive Health Insurance Scheme (HMO).
• Statutory monthly pension contribution.
• Direct exposure to the commercial leadership of a fast-growing Lagos NBFI. Strong performers are visible and progress quickly.

Application Closing Date
31st December, 2026. 

How To Apply
Interested and qualified candidates should send their CV to: Lheonconsultingltd@gmail.com using the job title as the subject of the mail.