Job Description

Student Support Service Manager (JB331)
Durban
Market Related
 
Kontak Recruitment is currently recruiting and hiring for a Student Support Service Manager to based in Durban to improve the customer service experience, create engaged customers and facilitate organic growth by taking ownership of customers issues and following problems through to resolution and by setting clear goals and deploying strategies focused towards achieving these goals. Previous experience as a Student Support Service Manager within a Tertiary/higher Education environment would be highly beneficial. The role manages the Student support service contact centre, registration teams as well as social media queries and issues.
 
Academic Requirements for Customer Service Manager:
B Com/ Business Management degree
People management Qualification OR 3 years relevant Experience
Experience in the following:
In providing customer service support
Customer Service,
Group Facilitation skills,
Conflict Resolution,
Communication
Awareness of industry’s latest technology trends and applications.
Excellent computer literacy is essential especially in MS Outlook, MS Word and MS Excel.
 
Duties and Responsibilities for the Customer Service Manager:
Managing Student Support Service Contact Centre and Registration teams
Annual Budget Forecasting
Recruitment and training of customer service staff.
Weekly, monthly reports for regulatory bodies, DOE and academic Board
Strategic and Operational Planning and Execution in Contact Centre
Developing and re-engineering processes of department to enhance service excellence
Contact Centre and Client Data Analysis
Ensuring that service levels are achieved and enhanced with Clients and Service Providers
Member of cancellations committee
Performance Management
Regular staff and call centre management meetings
Ensuring agent motivation and alignment to business protocols, vision and mission
Oversight and day to day management of staff within department
 
Service Management
Manage social media complaints and queries
Strategic and Operational Planning and Execution in Contact Centre
Managing Student Support Service Contact Centre and Registration teams
Weekly, monthly reports for regulatory bodies and Academic Board
 Contact Centre and Client Data Analysis
Member of cancellations committee.
Manage and Drive the Customer Services Department and all its operations
Manage the Complaints Liaison Officers and Refund Administrator
Develop and Implement strategies to address complaints throughout the Group
Effective on-line strategies to deal with complaints, particularly on our social platforms in consultation with the Communications Head and Online Strategist.
Direct, implement and monitor the complaints policies and procedures
Review the policies from time to time and provide workable solutions
Act as a liaison between executive and the various Departments, where necessary
Do regular analysis on the patterns of complaints, identify root causes and work with the Group Quality Manager and Head of Communications to offset risk
Compile regular reports on the status of complaints.
Coordinate and chair the Complaints Committees, for both the face to face and distance brands
Coordinate and chair regular meetings with the Customer Care Managers from the various sites and campuses.
Manage all refunds and ensure that any risks are flagged to Executive and brought to the attention of the Communications Head and Legal Manager.
Meet with the Head of Communications weekly
Work with the Head of Communications on all media/press queries
Coordinate meetings with the Group Quality Manager weekly
Meet with the Head of Academics weekly to discuss Group concerns
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Maintain an orderly workflow according to priorities
 
Management and Leadership
Recruitment and training of customer service employees.
To conduct regular staff and call centre management meetings.
Oversight and day to day management of staff within department
Staff Management: interacting, coaching, recognizing superior performance and addressing substandard performance of team members.
Encourage, develop and motivate staff and promote close and cooperative working between the team and other departments.
Build solid cross-functional relationships within the branch.
Conflict management and resolution.
Monitor performance of team and to ensure service standards and improvements to quality.
To ensure that all aspects of staff management are carried out in accordance with the organisations policies and procedures and in particular:
to carry out performance appraisals in accordance with the procedures
to identify training and development needs as appropriate
to be responsible for recruiting of vacancies in accordance with company guidelines
to devise and carry out an induction programme for new staff and use their probationary period effectively.
ensure all staff adhere to the all company policies and procedures including HR policies and procedures.
support the development of a healthy internal culture that retains key employees and encourages their professional development.
 
Please email CV to oqbupn@apply.simplify.hr and quote JB331 in the subject line
For full spec and to apply online https://www.kontak.co.za/customer-service-jobs-durban.php

Skills Required