A leading automotive repair and services group is looking for an experienced Group Service Manager with strong experience in customer service management, administration management, customer satisfaction and service delivery governance to join their team at their head office in Sandton, Gauteng.

The successful candidate will be responsible for overseeing customer service standards, compliance and customer satisfaction across the Group, ensuring effective reporting, performance management and the resolution of escalated customer queries. The role will also involve working closely with branch management, insurance companies, brokers and other stakeholders to continuously improve customer service processes and operational efficiency.

Responsibilities:

• Oversee customer service governance, compliance and reporting across the Group.

• Prepare and distribute weekly and monthly customer satisfaction reports, including insurance performance scorecards and social media feedback reports.

• Monitor customer feedback, complaints and service delivery performance, ensuring issues are investigated and addressed.

• Ensure branches comply with customer service standards, policies and procedures.

• Oversee the effective use of customer service systems to capture customer information, repair progress, estimated completion dates and communication records.

• Implement and monitor customer service standards, escalation procedures and response timeframes.

• Coordinate customer service training and onboarding for relevant employees.

• Ensure proactive communication with clients, brokers and insurers regarding repair progress, delays and estimated completion dates.

• Monitor and manage customer service team performance, KPIs and quarterly performance reviews.

• Oversee post-repair follow-up calls to measure customer satisfaction and identify opportunities for improvement.

• Manage escalated matters received from customers, brokers, insurance companies and social media platforms.

• Ensure escalations are acknowledged within 24 hours and resolved within a seven-day turnaround time.

• Liaise with Operations Directors, Service Managers and Executive Management regarding customer service matters.

• Identify and recommend improvements to customer service strategies, processes and initiatives.

• Ensure accurate record-keeping and reporting across all customer service activities.

Requirements:

• Matric.

• A management qualification (minimum National Diploma).

• Previous experience in customer service management.

• Experience in administration management.

• Knowledge of the motor industry.

• Knowledge of the insurance industry.

• Advanced Microsoft Office skills across all packages.

• Salesforce experience would be advantageous.

Benefits:

• Salary: negotiable.

Contact Hire Resolve for your next career-changing move.

Apply for this role today, contact Abigail King at Hire Resolve or on LinkedIn.

You can also visit the Hire Resolve website: hireresolve.us or email us your CV:  logistics@hireresolve.za.com

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.