Customer Care Lead

About the role

The Customer Care Lead will manage the overall customer experience at a Visa Application Centre, ensuring high satisfaction and service excellence throughout the visa application process.

Key responsibilities

• Oversee front‑office operations, providing accurate, professional, and timely support to applicants.
• Handle complex complaints, escalations and service‑recovery activities to achieve effective resolutions.
• Monitor customer interactions, conduct regular reviews, audits and analyse feedback to maintain service quality.
• Ensure all processes comply with Service Level Agreements, Standard Operating Procedures and corporate compliance requirements.
• Identify improvement opportunities, implement initiatives and track metrics to enhance satisfaction and operational efficiency.
• Lead, coach and develop the customer care team, conducting performance reviews and fostering a collaborative, customer‑centric culture.
• Coordinate with internal stakeholders to resolve issues efficiently and achieve VAC service objectives.
• Promote sustainable working practices and adhere to environmental, health, safety and anti‑bribery policies.