Senior Customer Service Manager

1 month ago


Nelspruit, Mpumalanga, South Africa FirstRand Bank Limited Full time

Job Summary

We are seeking a seasoned professional to join our team as a Senior Customer Service Manager.

About the Role

This is a unique opportunity for an experienced customer service leader to provide guidance and support to our front-line staff in delivering exceptional customer experiences.

The ideal candidate will have a proven track record of managing high-performing teams, developing strategies to improve customer satisfaction, and driving business growth through effective sales techniques.

The Role

In this role, you will be responsible for ensuring that our customers receive world-class service, achieving individual targets as set by the business, and managing performance standards for relief roles in telling, service, sales, or administration.

You will also be expected to approve, validate, verify, check, and authorize frontline activities, comply with governance requirements, and track, control, and influence sales activities to increase sales efficiencies.

What We Offer

We offer a competitive salary of R850,000 per annum, commensurate with experience, plus benefits including medical aid, retirement annuity, and annual leave.

Absorbable travel costs within South Africa and 12 weeks' parental leave policy apply. You will also have access to ongoing training and development opportunities to enhance your skills and knowledge.

The Company

FirstRand Bank Limited is a leading financial services group in South Africa, committed to making a positive impact on the communities we serve.

Our company values include being respectful, honest, and fair in all our interactions, demonstrating a passion for excellence, and fostering a culture of inclusivity and diversity.

Key Performance Indicators (KPIs)

To measure success in this role, you will be evaluated against the following KPIs:

  • Customer Satisfaction Index (CSI) scores
  • Sales growth and revenue targets
  • Team engagement and retention rates
  • Compliance with governance requirements

Your Skills and Qualifications

We are looking for a highly motivated and results-driven individual with the following skills and qualifications:

  • 5+ years of experience in customer-facing roles, preferably in a financial services environment
  • Proven leadership skills, with a track record of managing high-performing teams
  • Excellent communication and interpersonal skills
  • Ability to analyze data and develop strategic plans to improve customer satisfaction and drive business growth
  • Bachelor's degree in Business Administration, Marketing, or a related field


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