Customer Service Centre Head

2 weeks ago

Sandton, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
To determine and direct segment customer service strategy that is in line with the segment strategy and provide segment customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests

**experience and qualifications**:

- Minimum Qualification - Relevant Post Graduate
- Experience - 5 to 8 years’ experience in a similar environment, of which 2 to 3 years ideally at management level
- Additional Knowledge - Sales and service strategies
- Consumer behavior
- Segment sales and service tools and leading practices
- FNB retail products and channels
- **additional requirements**:
**responsibilities**:

- Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
- Develop rigorous business cases to drive new, differentiated segment service strategies to maintain market share
- Deliver exceptional and high quality service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
- Manage expenditure planning and reporting within approved budget parameters
- Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances
- Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture
- Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions
- Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience
- Develop tactical strategy and delivery plans in support of functional strategic objectives in partnership with leadership
- Define, develop and maintain policies, procedures, standards and frameworks to efficiently manage practice and provide thought leadership
- Implement client retention strategies effectively and report on the effectiveness thereof for future improvement
- Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
- Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
- Demonstrate leadership behaviour through personal involvement, commitment and dedication in support of organisational values
- Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence

  • Call Centre

    3 days ago

    Sandton, South Africa Pathfinders Consulting Pty (LTD) Full time

    **Join The Team!** Are you ready to start a rewarding career where your communication skills can shine? Do you have a winning attitude and a drive to succeed? Then this is an opportunity to kick start your Call Centre Career. We are currently seeking enthusiastic and dedicated individuals to fill our Entry-Level Call Centre Customer Service Agent...

  • Head of Service

    2 weeks ago

    Sandton, Gauteng, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time R1 500 000 - R2 500 000 per year

    Main purpose of the job:A critical lever to delivering an exception end to end customer experience. Responsible for overseeing the daily operations within the Customer Service Contact Centre, with regards to omni-channel practices. Create a customer centric organization that delivers the required performance whilst being committed to delivering a great...

  • Service Centre Administrator

    2 weeks ago

    Sandton, South Africa Pepkor Lifestyle Full time

    Why Choose Pepkor Lifestyle: Build a Thriving Career at the Forefront of Retail Ready to join a dynamic team and make a lasting impact? Join Pepkor Lifestyle as a Service Centre Administrator within the HiFi Corp brand and step into a rewarding career that empowers you to drive results, unlock your potential, and make a difference. Here’s What Sets Pepkor...

  • Call Centre Operator

    5 days ago

    Sandton, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line** Head: Student Recruitment (Full Time) **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher...

  • Customer Relations Officer

    2 weeks ago

    Sandton, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Senior Customer Relations Officer Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...

  • Call Centre Service Manager

    2 weeks ago

    Sandton, South Africa Discovery Ltd. Full time

    **Business Unit**:Discovery Bank **Function**:Client Service **Date**:10 Sept 2025 **About Discovery** - Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our...

  • Customer Service Host

    3 days ago

    Sandton, South Africa Blueion Support Services Full time

    We are looking for an excellent customer Service Host, fluent in a minimum of two languages, who have a genuine interest and liking for people. This person will act as a liaison, promote product/campaign information, and resolve any emerging problems that our clients might face with accuracy and efficiency. **Key Duties and Responsibilities**: - Must...

  • Customer Service Manager

    2 weeks ago

    Sandton, South Africa Bluespec Holdings Full time

    **Key performance area**: **1.** **Manage and plan the day to day activities of all CSA and reception staff** Perform the intermediary role between CSA’s and as link between workshop, estimators, buyers and external providers. Ensure that escalated client queries are resolved within 48 hours. Ensure that the following customers are contacted timeously...

  • Retail Service Centre Administrator — Drive Sales

    1 week ago

    Sandton, South Africa Pepkor Lifestyle Full time

    A leading retail organization in Gauteng seeks a Service Centre Administrator to deliver exceptional customer service and contribute to sales targets. Ideal candidates should possess a Grade 12 qualification and have 1-2 years of experience in a retail environment. You will play a key role in product knowledge, merchandising efforts, and team dynamics within...

  • Customer Service Agent

    2 weeks ago

    Sandton, Gauteng, South Africa Blueion Support Services Full time R120 000 - R180 000 per year

    We are looking for a Customer-oriented Service Sales Representative, fluent in Afrikaans, who has a genuine interest and liking for people. This person will act as a liaison, promote product/campaign information, and resolve any emerging problems that our clients might face with accuracy and efficiency.Key Duties and Responsibilities:Must thrive on Chats,...