Role Purpose
- This role provides critical administrative, coordination, monitoring, and reporting support to ensure the smooth and efficient daily operation of the department.
- The position requires strong organisational skills, the ability to prioritise under pressure, and close collaboration with internal teams and external service providers.
Key Responsibilities
Operations Support & Escalation Management
- Manage escalated technical calls and urgent communications
- Monitor technical calls via the CMS monitoring system throughout the day
- Prioritise escalations and coordinate with Service Providers for timely resolution
- Escalate unresolved issues to the Technical Support Manager or National Operations Manager
- Ensure corrective actions are taken where unacceptable performance is identified
Operating Manuals & Procedures
- Provide input into SmartSafe and Deposit Manager operating manuals
- Support updates to technical procedures, communications, and support documentation
Deposit Manager, SmartSafe & Tamper‑Evident Bags
- Monitor stock levels, usage, and deliveries of all bag types across the Cash Connect estate
- Ensure sufficient stock availability at all times
- Manage supplier orders considering lead times, MOQs, and cost efficiency
- Coordinate national deliveries to clients
- Identify and report excessive bag usage to management
- Maintain accurate records of all orders, receipts, and deliveries
Field Communications Monitoring
- Monitor communications failure notifications from Service Providers
- Review Hourly Communications Reports and Comms Exception Reports
- Follow up with Service Providers to ensure communications are restored timeously
- Notify Operations, Settlements, and Service Departments of relevant issues
- Provide feedback to KAMs on escalated communications incidents
- Monitor alerts and operations exception reports
Spares & Consumables Management
- Monitor spares usage and escalate excessive consumption
- Maintain accurate spares records, orders, receipts, and deliveries
- Manage quarterly boot‑stock issuance to technicians in line with service contracts
- Escalate inadequate boot‑stock levels to the Technical Support Manager
Billing
Draw up monthly billing requisitions against clients for:
- Express Bag Orders
- Chargeable bags
- Relevant technical call‑outs
Reports – General
- Provide reporting and analytical support to Operations field services management as required
- Review daily S/I and S/O reports received from Service Providers and escalate any missing reports
- Monitor Service Provider open‑call reports daily and escalate gaps
- Compile monthly SLA reports by client type for month‑end review
- Compile monthly technical performance reports by device type for month‑end review
- Perform multiple‑call monitoring and reporting to identify trends and anomalies
Technical History & Trend Reporting
- Compile client technical history reports as required
- Analyse trends, investigate incidents, and provide explanations
- Support field management with ad‑hoc analysis and insights
Site Inspections & Job Instructions
- Proof Site Inspections and allocate to Service Providers
- Manage and escalate queries related to Site Inspection (S/I) and Job Instruction (JI) communications
- System Monitoring
Monitor and work across the following systems:
- CMS
- Communications monitoring platforms (Power BI, Xlink)
- Skipper App (Code Requests)
- Webfleet (Fleet Management)
- Cash Connect systems
- Any additional operational systems implemented
- General Administrative Duties
- Operations calendar and room bookings
- Fleet management (in‑house technician vehicles)
- Operations asset management
- Document control and record keeping
- Monitor and respond to Operations inbox daily
- Technician scheduling and dispatching
- Vetting of Call Closures
- Vet call closures and escalate discrepancies where required
Experience & Qualifications
Qualifications
- Matric
- Diploma/Degree in Logistics, Supply Chain, or Technical disciplines (advantageous)
Experience
- 3–4 years’ relevant operational or administrative experience
Skills & Competencies
- Strong Microsoft Office proficiency
- Excellent analytical and problem‑solving skills
- Strong communication and interpersonal abilities
- Accurate report writing and record keeping
- Effective time and priority management
- Understanding of SLAs
- Detail‑oriented and self‑motivated
Closing Date 13 April 2026
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