Customer Service Manager

2. Main Purpose of Position:

Reporting to the Operations Manager, the CSM or CM coordinates the provision of contractual and ad hoc security services to customers within their portfolio, in compliance with legislation, Company policies and procedures, to ensure achievement of budgeted financial targets.

Key Performance Areas:

1. Effective management of the contract financial performance

Initiate cost saving model and controls Gross Margin Management • Direct Wage control / ER management • Overheads control • Contract profitability Existing Revenue Growth • Escalations are achieved Manage the contracts cash flow. • DSO management

2. Effective management staff within contract

Effective Organisation • Staff turnover analysis, proper allocation of staff to positions and structure. • Effective labour management including rosters and shift patterns • Management of overtime and annual leave

Development • Succession Planning and Employment Equity Supervision • Staff motivation levels • Ensuring that performance assessments of all subordinate employees are conducted, and corrective action implemented where necessary. • Ensuring that acceptable standards of behaviour at work are maintained by all subordinate employees, as required by G4S’s code of conduct and disciplinary code. • Ensuring that all disciplinary actions are conducted in compliance with Company policies and procedures.

3. Effective management of operations

Client retention and customer service levels • Ensuring that site meetings are held on an ongoing basis. • Conducting regular site visits to assess effectiveness of site procedure implementation, identifying training needs and procedural improvements. • Ensuring that all required formal customer meeting are scheduled, attended and minuted. • Maintenance of client relationship and ensuring client retention Ops Process management – adherence to quality standard • Ensuring that absenteeism is maintained within established norms. • Ensuring that manpower is maintained at optimum levels, to minimise unnecessary overtime. • Ensuring that only appropriately trained and PSIRA registered security personnel are utilized at all times. • Ensuring that claims against the Company are prevented or minimized through regular customer risk assessments. • Effective labour management and rostering • Liaison with regards to invoicing, accuracy of such and securing payment Shared Best Practice • Specific examples of implementation of BP from other regions

4. Effective management of business development function

New business development • Identifying new business opportunities in the region’s sphere of operations, as well as in terms of growth of business with existing customers, driven by the promotion of integrated security solutions. Competitors evaluations • Demonstrate a thorough understanding of the competitor environment faced by the region.

6. Minimum qualification

Grade 12 or equivalent

Driver’s Licence

PSIRA Grade B

Registered Security Service Provider

Minimum 3 years’ experience in security management

Firearm competency: Handgun, shotgun and rifle