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Head of Customer Experience and Operational Excellence

2 weeks ago

Cape Town, Western Cape, South Africa AnyVan Full time

Our company, AnyVan, is on a mission to revolutionize the logistics industry with our cutting-edge technology platform. We're looking for a highly skilled professional to join our team as the Head of Service Excellence and Complaints Management.

About the Role:

This exciting opportunity will involve driving service quality across our operations teams to boost customer satisfaction and support a culture of continuous improvement. You'll be responsible for implementing quality management strategies that meet compliance and service standards, enhancing the customer experience by focusing on getting things right first time (RFT) and solving issues efficiently.

  • You'll own the Service Quality framework, ensuring it's up-to-date and aligned with our business objectives.

  • Your expertise will be invaluable in developing and implementing training programs to enhance agent skills and knowledge, ensuring our ops teams are equipped to deliver exceptional service.

  • As a data-driven decision-maker, you'll analyze performance metrics and customer feedback to identify trends, spot areas for improvement, and implement effective solutions.

The ideal candidate will have a strong academic background and solid experience in operations roles with responsibility for agent training, quality control, and complaints in a high-growth consumer-focused organization. Proven leadership skills, problem-solving abilities, and a customer-first mindset are essential for success in this role.

We offer a competitive salary and benefits package, including performance-based incentives, pension fund contributions, and opportunities for career growth and development. Join our dynamic team and contribute to shaping the future of logistics