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Senior Service Manager

1 week ago

Durban, KwaZulu-Natal, South Africa Careerarc Full time

As a Senior Service Manager at Careerarc, you will play a key role in leading and developing a team of service colleagues to deliver exceptional customer experiences.

Your primary objective will be to drive team performance and ensure the achievement of all relevant service Key Performance Indicators (KPIs).

To excel in this position, you must have excellent leadership skills, be able to motivate and develop your team members, and maintain high levels of customer satisfaction.

You will also be responsible for ensuring that all service colleagues are competent and fully trained to the professional level laid down by the company.

A strong understanding of Health, Safety & Environmental requirements is essential, as well as effective communication and interpersonal skills.

This role involves frequent site visits to quality assure service delivery and provide coaching to service colleagues.

  • You will agree individual and team service targets with the Branch Manager to deliver the business goals.
  • Supervise a team of service colleagues to achieve agreed targets, including conducting regular reviews and making interventions as needed.
  • Maintain accurate records to demonstrate team competence and arrange necessary training to improve technician competency.
  • Participate in the support or re-training of personnel and conduct regular In-Field Coaching sessions.

This role requires a valid unendorsed Code 8 / 10 drivers licence, service industry experience, customer management skills, and health & safety knowledge.

You will also be expected to hold a secondary education qualification and have at least 5 years' Technician experience, with at least 3 years' experience in a Senior Technician role.

A minimum of one additional specialist qualification is desirable.