Group Service Manager (CSI) – Automotive – LWGSM

Main job function
An outstanding opportunity to join this market-leading group in a challenging, varied head office role. The Group Service Manager is the custodian of the governance and compliance of customer care throughout the Group and is responsible for reporting on CSI to Executive Management.

Responsibilities include:
Reporting and Governance of, and compliance with Customer Service strategy:

– Weekly reporting on CSI to Marketing Director and other relevant stakeholders
– Verifying that raw data provided by service providers & suppliers aligns with branch dashboards prior to scorecard meetings.
– Prepare and circulate monthly detractor reports to branch management prior to the scorecard meetings, ensuring sufficient time for investigation, feedback, and implementation of improvement initiatives
– Provide Marketing Director, Operations Directors and Executive with a variety of weekly monthly reports including WhatsApp for Business
– Ensure that Branches submit comprehensive feedback on all weekly negatives.
– Generate the weekly Social Media Report (Hellopeter & Google Review) and ensure timely distribution to the Group Marketing Director.
– Ensure minutes of all meetings are submitted to the Group Marketing Director, flagging any instances of non-compliance at respective branches to the Group Marketing Director for review and appropriate action.

Management of Group Customer Service console:
– Enforce Group Dress Code compliance
– Ensure consistent and accurate use of the service console
– Conduct external training for all Customer Services Advisors on the effective use of the console.
– Implementation and monitoring of an escalation response standard
– Ensure all online platforms are regularly reviewed and updated

Overseeing of CSI Performance Management:
– Implement disciplinary procedures and corrective actions in accordance with company policies and procedures.
– Conduct quarterly performance reviews and development discussions with team members.
– Oversee and monitor Customer Care Consultants’ KPIs.
– Analyze customer feedback from follow-up calls and implement corrective actions where service gaps are identified.

Recommend changes/ enhancements to strategic and tactical customer service activities and initiatives in the Group:
– Ensure that all repair milestones, estimated completion dates, delays, and customer interactions are accurately captured on the online system.
– Update notes immediately after customer engagements to provide a complete and auditable record.

Management of Escalations:
– Ensure all escalated matters are managed and resolved within a 7-day turnaround time

Qualifications & Skills

• Management qualification (Minimum National Diploma)
• 7-10 years’ experience in Customer Service at Management Level.
• Experience of CSI initiatives, metrics and reporting
• Administration Management experience
• Strong analytical skills & comfortable working with data
• Strong reporting experience
• Experience of working within the automotive industry – essential
• Understanding of the motor insurance industry – beneficial

Criteria
• Strong communication and interpersonal skills, with the ability to explain complex information clearly to diverse internal and external stakeholders.
• Ability to manage multiple priorities and meet strict, deadlines under pressure.

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.