Head of Customer Services

Job Title: Head of Customer Services
Location: Midrand, Johannesburg (Hybrid)
Reporting to: Commercial Director
Closing date: 5 May 2025

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

About Macmillan Education

Macmillan Education (part of Springer Nature) is a world-class educational content and service provider. As a trusted publishing brand in Southern Africa, we support learners, teachers, and institutions throughout their educational journey by offering them engaging and flexible content formats. Our passion for learning and our commitment to elevating education in Southern Africa make us a leading partner in driving learner performance and assisting educators in delivering excellent results.

About This Role:

Macmillan Education – South Africa is seeking an experienced Head of Customer Services to join our Commercial team, based in Midrand. You will play a strategic role in ensuring operational efficiency, resolving customer queries and driving continuous improvements in service delivery. The incumbent must take the lead in planning initiatives, explore technological solutions to enhance customer experience and oversee staff development through training, mentoring and coaching.

Role Responsibilities

1. Oversee all Department of Education (DoE) and TVET order processes, from checks to final delivery.
2. Ensure that all processes in the department run smoothly.
3. Draw up overhead budgets and attend regular review meetings.
4. Manage price increases and pricing updates, liaising with the finance team and IT team as well as external stakeholders including the DoE.
5. Develop and maintain strong relationships with key customers and DoE contacts through regular communication.
6. Resolve DoE and TVET order, delivery and invoice queries promptly.
7. Develop a departmental plan and review quarterly to execute strategic activities and ensure proper implementation of processes.
8. Plan equitable distribution of responsibilities and ensure sufficient staff availability to deliver excellent customer service.
9. Identify areas for professional growth and skills development for team members and ensure they complete relevant training from external and internal facilitators.
10. Ensure the team has suitable knowledge of the product, systems, technology and services through ongoing training, mentoring, and coaching.

Experience, Skills & Qualifications

1. Matric Certificate
2. Bachelor’s degree in Business Administration or a related field (advantageous)
3. Experience in overseeing order processes and managing inventory-related KPIs and reporting
4. Knowledge and experience in managing budgets, participating in pricing updates and financial planning
5. Strong relationship management skills, ability to liaise with multiple stakeholders across departments to track progress and share information
6. Proven experience in developing and executing strategic departmental plans and implementing operational improvements
7. Intermediate to advanced Excel skills
8. Strong communication skills for both internal and external interactions
9. Problem-solving abilities
10. Experience in working with Syspro (advantageous)

Applications: Interested candidates should submit their CV and a covering letter detailing their interest in the position.

If you have not been contacted within a two-week period of the closing date, please consider your application unsuccessful.

NB: In respect of our EE and DEI policies suitable candidates with disabilities are encouraged to apply.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Job Posting End Date: 5-05-2025