Customer Care Manager

EC Security is seeking an experienced and results-driven Customer Care Manager to oversee the Customer Care Department and ensure a high standard of service delivery across the business.

This role is responsible for managing client interactions, resolving complaints, overseeing cancellations, and ensuring that all customer concerns are handled professionally, efficiently, and in line with company policies.

Key Responsibilities

Customer Care Department Oversight

• Manage the day-to-day operations of the Customer Care Department
• Supervise and support customer care staff to ensure consistent service standards
• Implement and maintain customer care procedures and workflows
• Monitor response times, case resolution, and service quality

Client Complaints & Escalations

• Act as the primary point of escalation for client complaints
• Investigate, manage, and resolve complex or sensitive client issues
• Liaise with internal departments (Operations, Technical, Control Room, Management) to resolve matters effectively
• Ensure all complaints are documented, tracked, and closed timeously

Cancellations & Client Retention

• Manage and oversee service cancellations in line with contractual terms
• Engage with clients to understand cancellation reasons and attempt retention where appropriate
• Ensure correct notice periods, billing adjustments, and handovers are processed accurately
• Identify trends in cancellations and provide feedback to management

Reporting & Continuous Improvement

• Prepare daily reports on complaints, cancellations, and customer care performance
• Identify recurring issues and recommend improvements to processes or service delivery
• Support management with customer-related insights and risk areas