Team Leader – Customer Service

About the role

Join Old Mutual's Mass Foundation team as a Team Leader, overseeing a group of customer service representatives. You will act as the primary point of contact for complex queries, ensuring high‑quality service for low‑ and emerging‑middle‑income customers.

Key responsibilities

• Supervise and coach a team of customer service representatives.
• Maintain proactive relationships with key customers and internal stakeholders.
• Provide advanced product and service information, handling complex customer questions.
• Record and process special orders, coordinating with delivery teams as needed.
• Respond to escalated issues promptly, granting managerial approvals when required.
• Guide consultants in query handling and develop customer contact plans for product launches and sales campaigns.
• Drive customer renewals and support retention teams.
• Monitor team usage of the CRM system, resolve standard issues, and escalate when necessary.
• Identify and report instances of non‑compliance with policies, procedures, and regulatory codes.
• Participate in personal capability building through training and professional accreditation.

Required profile

• Experience supervising a customer‑service team.
• Strong ability to build and maintain proactive customer relationships.
• Expertise in handling complex queries and escalations.
• Knowledge of compliance requirements within financial services.
• Commitment to continuous personal and professional development.

Required skills

• CRM system usage

What we offer

• Opportunity to contribute to financial inclusion for underserved markets.
• Professional development and accreditation support.
• Collaborative environment within a leading African financial institution.