Head of Servicing DQ and Insure at Discovery Limited

Key Purpose

• To head up, lead and manage the 24-hour emergency services operations call centre and associated functions.
• Implement, drive and manage set strategy and targets for the area and provide a service of high standard and support to customers.

Areas of responsibility may include but not limited to

• Manage all service levels and standard operating procedures of the 24-hour emergency services call centre, and all associated functions
• Full line management function within scope of role
• Analyse trends relative to area
• Effectively manage operating costs within the call centre as per budget
• Effectively implement, drive and manage strategy and targets as set out for the business area.
• Develop, mentor and coach direct reports
• Escalated query handling from various stakeholders – internal and external
• Reporting to various stakeholders on business – internal and external
• Cultivate Discovery culture within business area
• Effectively lead and develop the team to enable growth, ensure career developments across all levels of staff within the team.

Education and Experience

• Matric (Essential)
• Minimum 5 years’ call centre (in- and outbound) experience (Essential)
• Minimum 5 years’ experience in a leadership role within an emergency services call centre (Essential)
• Experience in Emergency services environment – 5 years (Essential)
• Vehicle tracking – 5 years’ experience (Essential)
• Degree (Advantageous)