Head of Customer Operations

Location: Claremont, Cape Town

Salary: R40, 000-R80, 000

About The Client

Our client, UKs most awarded and fastest growing next-gen Telco/VoIP provider for small

businesses. They offer high quality, cost effective VoIP digital phone systems and broadband with

5-star rated service.

Their industry-leading products and high automation put them in a great position to capitalise on the

2025 BT Landline Shutdown, a seismic shift to digital impacting 3-5 million small businesses.

This is a great opportunity to be part of the UKs No.1 ranked Telco/VoIP provider that is disrupting

the industry. With over 20 industry awards won already, Our client provides an exciting and fast-paced

environment with massive opportunity to learn and stay ahead of the curve.

About The Role

Theyre looking for an outstanding Head of Customer Operations to manage the entire Customer

Service operations from our Cape Town office (Claremont).

The ideal candidate is a natural leader who can energise, motivate and mentor customer service

team leaders to perform at their highest capabilities. The candidate will be part of the Senior

Management Team and report directly to the CEO.

Roles & Responsibilities

• Ensure the right team structures, processes and target KPIs are in place and continually review

and fine-tune them to enable our client to consistently provide great customer service..

• Maintain an obsessive focus on KPIs and Analytics and proactively and promptly respond to

exceptions or alerts while also putting in place processes to mitigate issues.

• Leading Service teams to perform on NPS, CSAT and customer reviews and creating a

customer obsessed culture.

• Drive innovation from front-line speaking to customers and encourage ideas for automating

manual processes and getting more customers to use self-care (customer portal).

• Collaborate closely with other Senior Managers and other teams (Business Analysts, Tech) to

implement major service improvements, projects, systems, etc.

• Coach and motivate Team Leaders to get them to perform at their full potential with effective

support, guidance and coaching.

• Create an energetic buzzing work environment with a passion for delivering outstanding

customer service through outstanding NPS and Customer Reviews leading to high customer

referrals.

• Promote a transparent, metrics-driven culture with a strong work ethic and values while also

creating an energised and fun environment.

• Develop future Team Leaders internally by focusing on hiring the right people and creating the

right structure and environment to develop them.

• Work closely with HR to improve current recruitment, onboarding and coaching and also to

ensure compliance with company policies and procedures and for all other HR matters.

• Participate in development Sprint meetings to ensure all operations feature requests and bugs

are prioritised to maximise customer satisfaction.

Skills & Requirements

• Solid leadership and management abilities
• Strong analytical and problem solving skills
• Excellent written and verbal communication skills
• Energetic, dynamic and quick thinking
• Business or Engineering related degree or equivalent
• At least 5 years in leadership position managing teams.
• Comfortable with technology and Data Analytics
• Ability to multitask, prioritise and manage stressful situations

Remuneration & Benefits

• Subsidised On-site parking
• Medical Insurance on Flexicare Discovery plan, principal member paid fully
• Free access to our Employee Wellness Programme with ICAS
• R40 000.00 - R80 000.00 per month based on qualifications & potential.