Customer Care Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Scorpion Legal Protection (RF) Pty Ltd Full time

PURPOSE OF THE POSITION AND KEY RESPONSIBILITIES


The purpose of this position is to assist the Customer Care and Switchboard Departments to strive in delivering customer service to internal and external stakeholders.

The incumbent will be responsible to manage, guide and support the team by ensuring that optimum operational levels are maintained in order to service the customers according to acceptable standard and agreed timeframes.


Key Responsibilities include, but are not limited to the following:
**Team management, guidance and Support
- **Manage, guide and support the team to ensure that service standards are adhered to, team challenges and concerns are addressed without delay.

  • Identify team strengths and weaknesses and use same to boost the team effort.
  • Assist the team in handling complaints and improve the daily activities according to Service Level Agreement.
  • Support the team with attending to difficult customers and improve retention.
  • Conduct regular meetings with the team for their active participation in decision making processes.

Quality Assurance and audit

  • Conduct audits based on samples and listen to call recordings to
identify service quality improvements and learning opportunities for the team.

  • Conduct random system and telephone audits and ensure that all the mandatory fields are completed and compliance is adhered to.
  • Conduct random team audits and schedule coaching sessions to ensure that registered complaints are recorded accurately and easy to comprehend by others.
  • Prepare quarterly complaints reports for internal auditors and external stakeholders (i.e. FSCA)
  • Ensure that all the statutory requirements are implemented according to the relevant regulations, e.g., FAIS, TCF, POPIA, etc.
**Human Capital Management
- **Conduct performance management, guidance and coaching

to improve the team's performance level.

  • Identify employee learning gaps and conduct coaching sessions to improve or enhance employee performance.
  • Encourage, identify and maintain employee motivation levels and propose rewards.
  • In consultation with the Legal Call Centre Manager, identify the team's Performance level and prepare retention plan.
  • Monitor employees' time and attendance and leave compliance both onsite and offsite.
  • In consultation with the Executive Officer and Employee Relations execute progressive disciplinary action against employees.
  • Identify ways to encourage or boost team members and stimulate the motivation levels.

Team Activities and Reporting

  • Monitor pending complaints and ensure that are addressed within
the Service Level Agreement through engaging the team and relevant stakeholders if necessary.

Monitor

  • Monitor reported complaints and compliments reported on different platforms and devise a plan to address any potential backlog.
  • Responsible to compile various and relevant reports for the department and audit purpose.
  • Report and followup with IT on system glitches and provide the affected employee with a solution/s.
  • Monitor and identify team performance trends and discuss efficient ways with the Executive Officer.

Liaison with Executive Legal, Departments and Branches

  • Liaise with the Executive Officer for Legal responsible for OSTI complaints to ensure accurate reporting of the complaints vs. Turn Around Times adherence.
  • Identify areas where the similar trends are repetitive and propose viable solutions.
  • Liaise with the respective branches/departments to address the high volume and ageing complaints.
  • Conduct SWOT analysis to support and address high complaints volume and build the mitigating plan to Customer Care processes.

Customer Care Management

  • Address and minimise complaints / conflict between employees and members. Take necessary and appropriate corrective action to address employees that are impolite and/or mistreating members.
  • In consultation with the Executive Officer conduct an investigation on member complaints with the team and draft action plans to minimise complaints.
  • Ensure that the team is familiar and practicing Treating Customers Fairly principles at all times.
  • Ensure that call back and/or messages taking are returned and captured on the system by the team.
  • Improve the level of compliments and maintain good image on HelloPeter platform by attending to member/s complaint or compliments.
**Call Monitoring
- **Ensure that sufficient and sustainable number of staff are logged on the system in order to achieve call answer ratio of 95% or more.

  • Monitor and ensure that 80% calls are answered according to set Best Practice and Company standards.
  • In consultation with your Executive Officer, ensure efficiency use of the relevant systems, i.e., Pinnacle, Dataview, PABX and Click Sense reports are adhered to.
  • Monitor and control call abandonment rate and ensure that the wallboard is operational at all times. Any escalating call abandonment must be addresses with the team.
  • Ensure that ab

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