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Head of Customer Services

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

About Springer Nature Group

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

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

Experience, Skills & Qualifications

Matric Certificate
Bachelor’s degree in Business Administration or a related field (advantageous)
Experience in overseeing order processes and managing inventory-related KPIs and reporting
Knowledge and experience in managing budgets, participating in pricing updates and financial planning
Strong relationship management skills, ability to liaise with multiple stakeholders across departments to track progress and share information
Proven experience in developing and executing strategic departmental plans and implementing operational improvements
Leadership skills
Intermediate to advanced Excel skills
Strong communication skills for both internal and external interactions
Problem-solving abilities
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. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here. If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. For more information about career opportunities in Springer Nature please visit https://careers.springernature.com

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Job Posting End Date:

5-05-2025

What You Should Know About Head of Customer Services, Springer Nature

Are you ready to take charge as the Head of Customer Services at Macmillan Education in beautiful Midrand, Johannesburg? This hybrid role is all about leading our dedicated team to ensure that our operations run like a well-oiled machine while providing top-notch service to our customers. With over 175 years of publishing expertise under the Springer Nature Group umbrella, you’ll have the opportunity to make a meaningful impact on the educational journey of learners and educators alike. In this vital role, you’ll oversee all order processes, manage budgets, and navigate relationships with key stakeholders including the Department of Education. You will strategize on creating an exceptional customer experience and continuously seek innovative solutions to enhance our service delivery. Your leadership will shine as you mentor and train your team, ensuring they have all the tools and knowledge needed to excel. Strong communication skills and a knack for problem-solving will be essential in resolving queries effectively. If you have experience in managing order processes and possess advanced Excel skills, we want to hear from you! Join us in our mission to elevate education in Southern Africa and make a real difference in our community. If you’re passionate, proactive, and prepared to lead with integrity and enthusiasm, the Head of Customer Services role at Macmillan Education might just be your next career adventure!

Frequently Asked Questions (FAQs) for Head of Customer Services Role at Springer Nature

What are the primary responsibilities of the Head of Customer Services at Macmillan Education?

The Head of Customer Services at Macmillan Education is responsible for overseeing all Department of Education and TVET order processes, ensuring smooth departmental operations. This includes managing budgets, facilitating price updates, and maintaining vital relationships with key customers and stakeholders. The role also focuses on resolving queries promptly and developing departmental plans to enhance service delivery.