About Fidelity Services Group

Fidelity Services Group is Southern Africa’s largest integrated security solutions provider. The company, which was founded in 1957, offers a wide range of services for both residential and corporate clients across the region. The company stays current with global trends and technological developments to innovate and maintain its leadership in the security industry. Provides manned guarding and specialized security services for residential and commercial complexes, retail, financial services, industrial facilities, and government.’

Key Responsibilities

• Deliver technical product, sales, objection handling, sales pipeline management training and customer‑centric training to enhance agent performance.
• Coach and mentor teams to elevate service quality and efficiency.
• Continuously improve training strategies and materials aligned with company SOPs inline with the ISO9001 standards
• Ensure teams provide accurate, courteous, and consistent customer service.
• Act as a subject matter expert, driving knowledge excellence.
• Measure training effectiveness and support performance improvement.
• Collaborate with divisional managers to optimize processes and training.
• Conduct refresher courses and manage knowledge checks.

Minimum Qualifications and Experience

• Bachelor’s degree in human resources/management, Training or Development or any related area.
• Relevant Training Qualification
• Listener (software) experience – advantageous
• Call Centre experience – advantageous
• Security or Operations management experience
• Minimum 3 years relevant experience in the role is required
• Computer literate skills
• Solid experience with Microsoft Office
• Experience in security industry will be advantageous
• Code 08 Driver’s License

Behavioral Competencies

• Critical thinker with innovative problem-solving skills
• Familiar with traditional and modern training processes
• Strategic and creative mindset
• Growth mindset
• Excellent organisational and time management skills
• Very good command of the English language
• Meticulous attention to detail
• Good project management skills
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations
• Coping with pressure and setbacks
• Adapting and responding to change
• Relating and networking