Customer Service Team Lead

About the role

We are seeking an experienced Customer Service Team Lead to join our office in Khathu, Northern Cape. The role involves leading a team that handles client requests, queries, escalations and documentation while ensuring compliance with Service Level Agreements and regulatory standards.

Key responsibilities

• Guide and manage the team to resolve client requests, queries, escalations and documentation in line with SLAs.
• Monitor and control team performance against agreed service levels.
• Act as the primary escalation point for complex client issues.
• Ensure strict adherence to procedures and protocols.
• Analyse service processes, identify improvement opportunities and implement changes.
• Report process or system failures and recommend enhancements.
• Maintain and update standard operating procedures to guarantee consistent service quality.
• Align team outputs with overall business objectives.

Required profile

• Grade 12 or equivalent (essential).
• Business or industry‑related qualification (desirable).
• 5 years of experience in a call centre or client‑service environment.
• 2–3 years of management experience.
• Exposure to the health/insurance industry is preferred.
• Knowledge of relevant business products, processes, systems and regulatory requirements.

Required skills

• Microsoft Word
• Microsoft Excel