Group Service Manager (CSI)

Report CSI performance to the Marketing Director and relevant stakeholders weekly. Verify Telesure sample data against Lightstone dashboard volumes before scorecard meetings. Prepare and distribute monthly Telesure detractor reports to branch management. Provide monthly operational and executive reports, including WhatsApp for Business reporting. Compile and distribute the Lightstone Actual Units vs Sample % Report. Submit all group vehicle delivery data to Lightstone on a weekly basis. Manage weekly negative feedback and complaints, ensuring branches address and action identified issues. Monitor branch compliance with feedback submission deadlines. Generate and distribute weekly social media reports (HelloPeter and Google Reviews). Report on insurance performance scorecards (Telesure, iWYZE, OMI, Absa, and MiWay). Review and distribute iWYZE WIP reports to Procurement for vehicle hire management. Ensure meeting minutes are submitted to the Group Marketing Director and report any branch non-compliance 1. Customer Service Console Management Service console administration and compliance. Dress code enforcement. Customer communication standards. CSA training and onboarding. Online platform management. HelloPeter subscription management. 2. CSI Performance Management Team management and performance reviews. Leave administration. KPI monitoring. Post-repair customer satisfaction follow-ups. Service improvement initiatives. 3. Strategic Customer Service Improvements Process enhancement recommendations. Accurate system updates. Customer communication alignment. Proactive management of delays and customer expectations. 4. Escalation Management Managing complaints from customers, brokers, insurers, and social media. Monitoring ticket management. Ensuring 24-hour acknowledgement and 7-day resolution targets. Confirming customer satisfaction before closure.