Service Manager: Client Services

2 weeks ago

City of Tshwane Gauteng, South Africa Medical Placements Full time

To manage the day-to-day planning, operations and problem-solving of a team of consultants to meet the required service level components, standards and targets in order to ensure delivery of a consistently superior customer experience.

A position for
**Service Manager: Client Services**
***has become available. Applications are invited for the above-mentioned position, to be filled as soon as possible.

**REQUIREMENTS**

**Qualifications & Experience**
- Grade 12
- In At least 5 years’ experience in a Client Services environment
- At least 2 years’ experience as a team leader/supervisor in a Client Services environment

**_ Knowledge_**
**_ & Skills_**
- Knowledge of medical scheme rules
- Knowledge of Siemens or similar telephone system
- Excellent language skills - English and Afrikaans.
- Able to function independently as well as in a team
- High level of computer literacy: MS Office Package
- Well-developed leadership, organisational, interpersonal and communication skills
- Ability to liaise with external clients/members and service providers

**RESPONSIBILITIES/KEY PERFORMANCE AREAS**
- Develop and maintain Client Services as a fully-fledged business unit
- Compile annual budget for group
- Route system related problems to relevant parties
- Generate, compile and analyse productivity reports and statistics required as business information by the executive management
- Maintain any changes to the Client Services systems, processes and procedures
- Maintain quality processes in accordance with ISO 9001:2008 standards
- Monitor procedures/SOP’s regulating functions performed in the group
- Apply/monitor/maintain the National Reference Pricing List or Agreed Tariff List rules/amendments to rules and benefit structure per Scheme Plan on the

**Administration System**
- Prioritise customer needs to ensure customer satisfaction
- Management of telephone system

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