Education Customer Experience & Service Delivery Manager

ADvTECH; Sandton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

ADvTECH is seeking a Customer Service Manager to drive service excellence across shared services for 104 schools. You will define policies, monitor SLA performance, and lead end-to-end customer interactions while managing escalations and governance reporting.

You will partner with internal stakeholders, oversee training, and push process improvements in Billing, Collections, Cashbook, Procurement and AP to enhance parent satisfaction and student outcomes.

Qualifications

• Bachelor’s degree in business administration or related field.
• 5 to 8 years’ experience in customer service or service delivery.
• 2 to 3 years’ experience in management with customer escalations and SLA reporting.
• Experience using service desk platforms (FreshService) is advantageous.

Responsibilities

• Review and standardise customer service policies and standards.
• Define and monitor SLA performance and operational dashboards.
• Oversee inbound/outbound customer interactions across channels.
• Manage escalated cases involving academic concerns or reputational risk.
• Lead onboarding and development of customer service staff.
• Collaborate with internal stakeholders to resolve issues impacting customer experience.
• Ensure governance over service standards and escalation processes.

Skills

Customer service

Stakeholder management

Process improvement

Team leadership

Governance reporting

Education

Bachelor’s degree in business administration

Bachelor’s Degree (BA/Bcom) Marketing and Communication

Tools

Freshservice

Job description

ADvTECH is seeking a Customer Service Manager to drive service excellence across shared services for 104 schools. You will define policies, monitor SLA performance, and lead end-to-end customer interactions while managing escalations and governance reporting.

You will partner with internal stakeholders, oversee training, and push process improvements in Billing, Collections, Cashbook, Procurement and AP to enhance parent satisfaction and student outcomes.