Central Johannesburg: Head: Customer Service & Complaints posted by Rand Mutual Admin Services

About the Role

The Head: Customer Service & Complaints will be responsible for developing the strategy for Customer Service for the benefit of the customers/stakeholders, including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses with diversified products and structures. This role requires a strong leader who can drive customer-centricity and shape the future of Customer Service through effective strategy deployment.

Key Responsibilities

• Setting the Customer Service and Experience strategy
• Developing, implementing the customer service and experience strategy, and driving strategic initiatives to position RMA in the market as the preferred provider of insurance from a customer service perspective
• Contributing to the development and implementation of Customer Service for the Group, defining strategies, objectives, and operational practices in accordance with RMA strategy
• Implementing the Customer Service Charter and embedding a customer-centric culture within RMA
• Monitoring the outcome and reporting thereof
• Delivering a tailored Service Model informed by Customer Segmentation outcomes
• Driving the customer segmentation across all key clients and partners as necessary
• Defining the service model in relation to the customer segmentation outcomes
• Monitoring the implementation and outcome thereof for the Group
• Leading and overseeing end-to-end Customer Service and Experience operations

Requirements

• NQF Level 8: Relevant Customer Service and Complaints/Experience qualification
• Relevant Customer Service and Experience Certification
• At least 8 years of experience managing Customer Service Operations, with 5 years in a senior leadership role in a Customer Service department that offers diversified services
• Proven experience in leading a service-driven Customer Service and Complaints operation with experience in managing an operation with diversified services
• Experience in an insurance environment or financial services is advantageous

Qualifications

• Relevant Customer Service and Experience qualification (if applicable)

Salary & Benefits

• Competitive salary package (salary details not specified)
• Various benefits (benefits details not specified)