Head Of Service Excellence And Complaints Management

Anyvan; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Join a leading logistics company as the Head of Service Excellence and Complaints. Drive service quality, manage escalations, and lead a high-performing team in a hybrid work environment. Contribute to innovative solutions and customer satisfaction.

Benefits

Competitive salary with performance incentives

Holiday entitlement

Medical aid contributions

Pension plan

Transport benefits

Free refreshments

Social activities

Recognition awards

Opportunity to work with a disruptive, innovative company

Qualifications

• Experience in operations, training, quality control, and complaints.
• Proven leadership in managing high-performing teams.

Responsibilities

• Drive service quality to enhance customer satisfaction.
• Lead onboarding and skills programs for team development.
• Manage escalations and analyze complaint data for improvements.

Skills

Problem Solving

Customer Focus

Data-Driven Decision Making

Effective Communication

Operational Excellence

Project Management

Education

Strong academic background

Job description

Our CEO, Angus, identified that many vans on the roads are half full or empty at any given time. To address this, AnyVan was created as the world's most efficient technology logistics platform, aiming to halve the number of miles driven.

Since inception, we've achieved significant milestones, including securing the largest funding round for a UK tech logistics company from Vitruvian Partners.

Today, AnyVan is the largest and fastest-growing logistics company with ambitious plans for the future.

We are committed to making moving miles better. We have helped over 8 million customers across the UK, Ireland, and Europe (France, Germany, Italy, Spain), with many rating us as excellent on Trustpilot.

Using innovative technology, we're transforming the moving experience, reducing costs, and contributing to environmental sustainability. We have saved enough miles to travel around the world multiple times, reduced tonnes of carbon annually, and are proud to be the UK's only carbon-neutral removals and delivery company.

We are seeking passionate individuals to join our talented team in our London and Cape Town offices.

If you are driven and want to be part of a forward-thinking company that aims to improve moving experiences and advance your career, we'd love to hear from you!

As the Head of Service Excellence and Complaints in our operations department, your responsibilities will include:

1. Driving service quality across operations to enhance customer satisfaction and foster continuous improvement.
2. Facilitating training and change management to ensure teams embrace new ways of working and are well-equipped.
3. Analyzing data to identify root causes and trends, enabling the implementation of impactful solutions.

If this role excites you, we'd love to hear from you!

Key responsibilities:

1. Quality Management: Own service quality, implement strategies to meet standards, and keep the Quality Management Framework current.
2. Customer Experience: Focus on first-time resolution and solving issues efficiently.
3. Escalations & Complaints: Manage escalations, legal claims, social media feedback, and analyze complaint data for improvements.
4. Damage Claims: Oversee damage claim processes, ensuring fairness and efficiency.
5. Training & Development: Lead onboarding and skills programs, create rapid development initiatives, and ensure SOPs are up-to-date.
6. Knowledge Management: Maintain accessible and organized information resources.
7. Team Leadership: Build and lead a high-performing team, set strategy, monitor performance, and foster engagement.
8. Change Management: Lead operational change initiatives, communicate effectively, and track impact.
9. Continuous Improvement: Promote a culture of growth, lead process improvement programs, and measure progress.
10. Performance Metrics: Improve speed to competency, service quality, resolution times, and reduce interaction ratios.
11. Special Projects: Lead key initiatives to innovate and enhance operations.

Qualifications:

• Strong academic background and experience in operations, training, quality control, and complaints within a high-growth consumer organization.
• Proven leadership in managing high-performing teams.
• Excellent problem-solving skills, customer focus, and data-driven decision-making ability.
• Effective communication, operational excellence, project management skills, resilience, and agility.
• Ability to commute to the Central Business District office five days a week.

Perks include:

• Competitive salary with performance incentives
• Holiday entitlement, medical aid contributions, pension plan
• Transport benefits, free refreshments, social activities, and recognition awards
• Opportunity to work with a disruptive, innovative company

Our working model is hybrid, requiring a minimum of 3 days in the office per week, with all staff meeting every Thursday. This may adapt based on business needs.

We are committed to diversity and inclusion, welcoming applicants from all backgrounds to contribute to our vibrant culture.