Customer Service Team Leader

About the role

1Life is seeking an experienced Team Leader to manage a group of Customer Services Consultants. You will ensure high‑quality service delivery for both inbound and outbound client interactions while supporting the company’s mission to simplify insurance for South Africans.

Key responsibilities

• Provide operational support and act as first‑line supervisor for a transactional customer service team.
• Communicate the local action plan, align team activities with the broader business strategy, and motivate staff to achieve targets.
• Allocate short‑term work schedules, monitor performance, and take corrective actions to maintain timeliness and quality.
• Handle complex and high‑value customer issues in line with Treating Customers Fairly principles.
• Engage with internal stakeholders to resolve policy, system or process concerns.
• Prepare and present data and analytics reports with recommendations at management meetings.
• Participate in personal capability building and stay updated on relevant regulations and industry best practices.

Required profile

• Proven experience supervising a customer service or call‑centre team.
• Strong understanding of operational processes and performance management.
• Ability to translate business objectives into actionable team plans.
• Excellent communication and stakeholder‑engagement skills.

Required skills