Branch and Service Centre Manager

2 weeks ago

Centurion, Gauteng, South Africa LuMac Recruitment and Consulting Full time
Job Description

**Job Title:** Branch and Service Centre Manager

**Company:** LuMac Recruitment and Consulting

**Job Summary:** We are seeking a highly skilled and experienced Branch and Service Centre Manager to join our team. The successful candidate will be responsible for managing the day-to-day operations of our branch, ensuring excellent customer service, and driving business growth.

Key Responsibilities:
  • Manage the repair, delivery, and installation process through the entire life cycle of the service request.
  • Manage branch employees by coaching, counselling, motivating, leading, and disciplining employees.
  • Maintain branch staff by recruiting, selecting, orienting, and training employees.
  • Achieve branch financial objectives by assisting in preparing, and achieving the monthly, quarterly, and annual budgets.
  • Manage current and future customer relationships by establishing a relationship with potential and existing customers and other persons with service requirements.
  • Manage the procurement, warehousing, and availability of inventory.
  • Market branch services by advertising, sales promotions, and other customer initiatives.
  • Sell care plan products to existing and new customers through the branch channel.
  • Protect employees and customers by providing a safe and clean working environment.
  • Maintain the stability and reputation of the branch by complying with legal requirements.
  • Contribute to team effort by accomplishing related results as required.
Key Performance Areas:
  • Achieve and/or exceed revenue budget.
  • Achieve profitability in the branch.
  • Achieve an average age on open jobs of less than or equal to 5 days.
  • Achieve an average customer satisfaction rating of 100 or a 4.5 rating% or above.
  • Achieve an average repair rate of 100% or above.
  • Achieve an average reaction time of less than 1 hour.
  • Achieve a sales target of 100% of allocated.
  • Achieve a stock loss below 0.1% of total turnover.
  • Have a capable technician team.
  • Expense controls and profit lines as per laid out company standard for the branch.
Requirements:
  • Excellent communication skills.
  • Ability to work under pressure and in a fast-paced environment.
  • Customer service skills.
  • Direct all operational aspects including distribution operations, customer service, human resources, administration, and sales.
  • Assess local market conditions and identify current and prospective sales opportunities.
  • Develop forecasts, financial objectives, and business plans.
  • Meet goals and metrics.
  • Manage budget and allocate funds appropriately.
  • Bring out the best of branch's personnel by providing training, coaching, development, and motivation.
  • Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
  • Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities, and needs.
  • Address customer and employee satisfaction issues promptly.
  • Adhere to high ethical standards, and comply with all regulations/applicable laws.
  • Network to improve the presence and reputation of the branch and company.
  • Stay abreast of competing markets and provide reports on market movement and penetration.

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