Head of Customer Service & SLA Excellence

Network Finance; Randburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Network Finance is seeking an experienced Customer Service Leader to own service delivery in Bryanston, Johannesburg North. You will drive response and resolution times, SLA compliance, and a culture of accountability across support teams to deliver exceptional customer outcomes.

In this role, you will collaborate with technical and operational teams, implement improvements, and coach staff to sustain high performance and customer-centric service.

Qualifications

• Proven experience in Customer Service Management, Service Delivery Management, or Contact Centre Operations.
• Demonstrated experience leading customer-facing support teams.
• Strong understanding of SLA management, escalations, and service performance metrics.
• Experience with ticketing systems, CRM platforms, or service desk environments.

Responsibilities

• Oversee customer service delivery across support functions and ensure prompt, professional handling of queries, incidents and service requests.
• Monitor response and resolution times and drive improvements in customer satisfaction.
• Establish and maintain customer communication standards and address service gaps with corrective actions.
• Lead and develop customer support teams to achieve service excellence, with clear performance expectations and accountability measures.
• Develop and monitor service delivery KPIs, prepare management reports, and drive continuous service improvements.

Skills

Customer service leadership

Team leadership

Communication

Stakeholder management

Problem-solving

Conflict resolution

Multi-tasking

Job description

Network Finance is seeking an experienced Customer Service Leader to own service delivery in Bryanston, Johannesburg North. You will drive response and resolution times, SLA compliance, and a culture of accountability across support teams to deliver exceptional customer outcomes.

In this role, you will collaborate with technical and operational teams, implement improvements, and coach staff to sustain high performance and customer-centric service.