Group Service Manager

POSITION OVERVIEW

An established organisation within the motor industry is seeking an experienced Group Service Manager (CSI) to oversee customer service governance, compliance and customer satisfaction across its Group operations.

The successful candidate will drive service excellence, monitor CSI performance, manage escalations and ensure consistent customer service standards across all branches.

KEY RESPONSIBILITIES

• Oversee Group customer service standards, governance and compliance.

• Monitor CSI performance and compile weekly and monthly reports.

• Analyse customer feedback, complaints and branch performance.

• Manage customer escalations and ensure timely resolution.

• Oversee Customer Care Consultants and monitor team KPIs.

• Ensure effective customer communication throughout the vehicle repair process.

• Monitor the use of customer service systems and ensure accurate recordkeeping.

• Conduct performance reviews and identify training and development needs.

• Identify service gaps and implement improvements to customer experience.

• Liaise with insurers, brokers, operational teams and Executive Management.

MINIMUM REQUIREMENTS

• Matric certificate.

• Management qualification (minimum National Diploma or equivalent).

Experience:

• Proven customer service management experience.

• Strong administration and reporting management experience.

• Experience within the motor industry and/or insurance sector.

Technical Skills:

• Advanced Microsoft Office proficiency.

• Salesforce experience will be advantageous.

REQUIRED SKILLS AND COMPETENCIES

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Strong analytical and problem-solving skills.

• Excellent organisational and administrative abilities.

• Customer complaint and escalation management.

• Ability to engage with senior management and external stakeholders.

• High attention to detail and a proactive approach to service improvement.