ADVERT: CLIENT SERVICES SUPERVISOR (HEAD OFFICE – MIDRAND)

Job Purpose: 

The position of a Client Services Supervisor (Complaints & Compliance) is required for the National Bargaining Council for the Private Security Sector in terms of its establishment Section 29(15)(a) of the Labour Relations Act as amended.

The purpose of the role is to coordinate and oversee the functions of the client services department, with the aim of resolving enquiries directed to the NBCPSS efficiently and effectively.

Minimum Qualifications and Experience:

• Minimum of an appropriate Grade 12 certificate. 
• A recognised qualification in Labour Relations Management, Customer Services Management, Call Centre Management, or relevant equivalent. 
• 2 – 3 years’ experience in a Labour Relations/ Customer Services/ Call Centre/ Client Services environment.
• Experience working within a Bargaining Council being advantageous.
• Supervisory experience an added advantage. 

Duties & Responsibilities

• Coordinate and oversee the functions of the client services team, with the aim of ensuring all enquiries directed to the NBCPSS are resolved efficiently and effectively.
• Receive complaints, resolve problems, and manage elevated calls and e-mails from clients that require interaction with a supervisor and acting as point of contact with internal departments to resolve issues and provide updates. 
• Plan, prepare, identify, and monitor the staffing requirements of the section, to make recommendations to Management. 
• Assign tasks, follow up and gives instructions as necessary to client services team. 
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills. 
• Develop, communicate, and monitor the schedule for call centre agents’ duties. 
• Ensure that call centre technology, processes and systems are in line with best practices. 
• Monitor and review call centre agents call for quality assurance and accuracy. 
• Build and Maintain relationships with other departments to ensure that queries and complaints are resolved.
• Provide recommendations to enhance current client service processes to improve efficiency. 
• Drive and motivate the client service team to achieve targets and KPIs.
• Manage and monitor the Performance review process of the team.
• Maintain statistics on hand and prepares monthly reports.
• Manage and monitor budget and expenditure. 
• Identify risks and risks mitigating actions.

Knowledge & Expertise 

• Extensive knowledge of labour law legislation 
• Knowledge of Collective Bargaining 
• Knowledge of Bargaining Council Agreements
• CCMA/Dispute Resolution expertise 
• Knowledge of utilisation of MS Office

Competencies: 

• Self-starter with ambition, adaptability, and resilience
• Good communication skills – both verbal and written
• High levels of competence in problem solving 
• Planning and organising competencies
• Customer Service 
• Deadline driven 

REMUNERATION GRADE: Market Related

Applications:

To apply, follow one of the following two options.

• Click on APPLY FOR THIS POSITION button below
• Email a fully completed and signed NBCPSS Job Application Form (Attached to this advertisement and obtainable on the NBCPSS website under ‘Advertisements’) and a comprehensive CV to recruitment@nbcpss.org.za. On the subject line of the email kindly put ‘Application – Legal Counsel’.