Customer Service Manager (CSM) – Security Services
- Location: Bloemfontein, South Africa
- Job ID: 25868
- Job Category: Security Services
Main Purpose of the Position
The Customer Service Manager (CSM) reports to the Operations Manager and is responsible for coordinating and managing contractual and ad hoc security services for allocated clients.
The role ensures:
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Compliance with legislation and company policies
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Achievement of financial targets
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High service delivery standards
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Client satisfaction and retention
Key Performance Areas
Financial Management
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Implement cost-saving models and financial controls
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Manage gross margins and contract profitability
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Control direct wages and employee relations matters
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Overhead cost control
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Drive existing revenue growth and ensure contract escalations
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Manage contract cash flow and DSO (Debtors control)
Staff Management
Organisation & Labour Management
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Analyse and manage staff turnover
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Allocate staff appropriately to positions
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Manage shift patterns and rosters
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Control overtime and annual leave
Development & Supervision
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Succession planning and Employment Equity compliance
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Conduct performance assessments
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Maintain discipline according to company code
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Ensure compliance with company policies and procedures
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Drive staff motivation and productivity
Operational Management
Client & Service Delivery
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Conduct regular site visits
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Hold ongoing site and customer meetings
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Monitor implementation of site procedures
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Identify training needs
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Maintain strong client relationships
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Ensure client retention
Operational Control
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Manage absenteeism within acceptable norms
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Ensure optimal manpower levels
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Deploy only trained and PSIRA-registered personnel
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Conduct risk assessments to prevent company claims
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Oversee invoicing accuracy and ensure payment collection
Business Development
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Identify new business opportunities in the region
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Grow existing customer accounts
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Promote integrated security solutions
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Conduct competitor analysis
Minimum Requirements
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Grade 12 (Matric) or equivalent
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Valid Driver’s Licence
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PSIRA Grade B
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Registered Security Service Provider
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Minimum 3 years’ experience in security management
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Firearm competency:
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Handgun
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Shotgun
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Rifle
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