Position Title: Customer Service Manager

<p>Job Title: Customer Service Manager (Gauteng)<br><br>Main Purpose of the Appointment:<br>To ensure the smooth running of daily operations within the designated area of business, providing a professional security service that consistently meets customer requirements.<br><br>Key Responsibilities and Functions:<br><br><strong>1. Financial &amp; Commercial Management:</strong><br>Manage contract profitability, including cost-saving initiatives, gross margin, wage, and overhead control.<br>Drive revenue growth by achieving annual escalations and minimizing credit notes.<br>Manage contract cash flow, invoicing accuracy, and payment collection.<br>Identify new business opportunities and promote integrated security solutions.<br><br><strong>2.</strong> <strong>Operational Leadership &amp; Staff Management:</strong><br>Oversee day-to-day site operations, ensuring efficient labour management (rostering, shift patterns, overtime, leave).<br>Authorize timesheets and allowances.<br>Manage staff turnover, allocation, and ensure appropriate staffing levels to minimize short postings and absenteeism.<br>Ensure all security personnel are appropriately trained, PSIRA registered, and comply with site instructions.<br>Conduct performance assessments, maintain staff motivation, and enforce company code of conduct and disciplinary procedures.<br>Drive staff development, succession planning, and employment equity.<br><br><strong>3</strong>. <strong>Client Relationship &amp; Service Delivery:</strong><br>Maintain high customer service levels and ensure client retention.<br>Conduct regular site visits (including after-hours) and monthly site meetings with recorded minutes.<br>Address and resolve customer complaints promptly (within 2 working days).<br>Ensure site procedures, instructions, and post descriptions are up-to-date, approved by clients, and adhered to.<br>Facilitate monthly customer service assessments.<br><br><strong>4. Quality, Compliance &amp; Risk Management:</strong><br>Ensure adherence to quality standards (ISO 9001:2015), including proper documentation, registers, and files.<br>Conduct regular quality audits, health &amp; safety, and security risk assessments.<br>Implement corrective action plans for non-conformances.<br>Analyze patrol system reports and address deviations.<br><br><strong>5. Training &amp; Development:</strong><br>Conduct staff development analysis and maintain an annual training matrix.<br>Provide monthly training, knowledge tests, and annual inductions for officers.<br>Conduct on-the-job training and job observations with feedback and corrective actions.<br><br><strong>6. Asset Management:</strong><br>Oversee the maintenance, proper handling, and safeguarding of company and client assets, including daily equipment and vehicle checks.<br>Ensure immediate repair of defects and regular inventory updates.<br><br><strong>7. Health &amp; Safety (HSSEC):</strong><br>Implement and integrate HSSEC strategy and culture.<br>Drive health and safety awareness, compliance, and discipline among the operational team.<br>Monitor and reduce incidents, oversee investigations, and conduct awareness training.<br>Participate in safety forums and ensure reporting of all incidents.<br><br><strong>8. Incident &amp; Discipline Management:</strong><br>Attend to all incidents on sites, regardless of time or day.<br>Ensure timely reporting of incidents (telephonically, electronic, preliminary, and final reports).<br>Manage and conduct disciplinary hearings, appeals, and grievances in line with company policy, ensuring progressive disciplinary action.<br><br><strong>9. Reporting:</strong><br>Complete and submit all required monthly and weekly reports to relevant managers, departments, and customers within agreed deadlines.<br><br>Reporting To: General Manager (GM)&nbsp;</p>

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