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