Customer Service Manager - Durban

This is a high-impact role requiring an experienced, results-driven individual with strong leadership, operational, and client management skills. The successful candidate will be responsible for maintaining service excellence, ensuring compliance, and supporting operational teams to meet contractual obligations and client expectations.

Key Responsibilities

• Build and maintain strong client relationships through regular engagement, site visits, and performance reviews.

• Ensure service delivery meets or exceeds contract specifications, company standards, and legal/regulatory compliance (PSIRA, OHS etc.).

• Conduct site audits, resolve client complaints, and implement corrective actions.

• Lead and manage on-site teams, including supervisors and security personnel.

• Coordinate investigations into incidents, service failures, and disciplinary matters.

• Ensure officers are deployed in accordance with SOPs and service level agreements.

• Compile and submit accurate operational and client service reports.

• Effectively manage contract financial performance, including budgets, cost control, and margin optimization.

• Monitor overtime, ensure billing accuracy, and contribute to financial forecasting.

• Conduct night visits, unscheduled inspections, and ensure high visibility at sites.

• Willingness to work long hours, weekends, and public holidays as required by operational needs.

Minimum Requirements

• Grade 12 (Matric) – Essential

• PSIRA Grade A Certification – Essential

• Tertiary qualification in Security Management, Business Administration, or related field – Preferred

• Minimum 3–5 years’ experience in a customer-facing operational role (preferably in security industry)

• Strong knowledge of PSIRAstandards and security site management

• Valid Driver’s Licence and own reliable vehicle – Essential

• Proficient in MS Office Suite (Word, Excel, Outlook, PowerPoint)

• Excellent written and verbal communication skills

• High level of professionalism, integrity, and accountability

Working Conditions

• Based in KZN with regular travel to operational sites within the province

• Required to work extended hours, including nights, weekends, and public holidays as needed

• May be placed on an after-hours standby roster

• High-pressure environment requiring flexibility and proactive problem-solving