Customer Service Manager

Job Title: Customer Service Manager (Gauteng)

Main Purpose of the Appointment:
To ensure the smooth running of daily operations within the designated area of business, providing a professional security service that consistently meets customer requirements.

Key Responsibilities and Functions:

1. Financial & Commercial Management:
Manage contract profitability, including cost-saving initiatives, gross margin, wage, and overhead control.
Drive revenue growth by achieving annual escalations and minimizing credit notes.
Manage contract cash flow, invoicing accuracy, and payment collection.
Identify new business opportunities and promote integrated security solutions.

2. Operational Leadership & Staff Management:
Oversee day-to-day site operations, ensuring efficient labour management (rostering, shift patterns, overtime, leave).
Authorize timesheets and allowances.
Manage staff turnover, allocation, and ensure appropriate staffing levels to minimize short postings and absenteeism.
Ensure all security personnel are appropriately trained, PSIRA registered, and comply with site instructions.
Conduct performance assessments, maintain staff motivation, and enforce company code of conduct and disciplinary procedures.
Drive staff development, succession planning, and employment equity.

3. Client Relationship & Service Delivery:
Maintain high customer service levels and ensure client retention.
Conduct regular site visits (including after-hours) and monthly site meetings with recorded minutes.
Address and resolve customer complaints promptly (within 2 working days).
Ensure site procedures, instructions, and post descriptions are up-to-date, approved by clients, and adhered to.
Facilitate monthly customer service assessments.

4. Quality, Compliance & Risk Management:
Ensure adherence to quality standards (ISO 9001:2015), including proper documentation, registers, and files.
Conduct regular quality audits, health & safety, and security risk assessments.
Implement corrective action plans for non-conformances.
Analyze patrol system reports and address deviations.

5. Training & Development:
Conduct staff development analysis and maintain an annual training matrix.
Provide monthly training, knowledge tests, and annual inductions for officers.
Conduct on-the-job training and job observations with feedback and corrective actions.

6. Asset Management:
Oversee the maintenance, proper handling, and safeguarding of company and client assets, including daily equipment and vehicle checks.
Ensure immediate repair of defects and regular inventory updates.

7. Health & Safety (HSSEC):
Implement and integrate HSSEC strategy and culture.
Drive health and safety awareness, compliance, and discipline among the operational team.
Monitor and reduce incidents, oversee investigations, and conduct awareness training.
Participate in safety forums and ensure reporting of all incidents.

8. Incident & Discipline Management:
Attend to all incidents on sites, regardless of time or day.
Ensure timely reporting of incidents (telephonically, electronic, preliminary, and final reports).
Manage and conduct disciplinary hearings, appeals, and grievances in line with company policy, ensuring progressive disciplinary action.

9. Reporting:
Complete and submit all required monthly and weekly reports to relevant managers, departments, and customers within agreed deadlines.

Reporting To: General Manager (GM)