Team Leader – Customer Experience

About the role

We are looking for an energetic Team Leader to head a group of Customer Experience Advisors at Capita South Africa in Cape Town. The role focuses on delivering exceptional digital customer journeys while fostering a high‑performing, motivated team.

Key responsibilities

• Lead, coach and develop a team of advisors to exceed client digital KPIs and sales conversion targets.
• Conduct regular performance reviews, manage quality standards and ensure compliance with Capita policies.
• Handle escalated customer interactions and provide guidance during client workshops.
• Communicate updates, training materials and process changes through team meetings and other channels.
• Monitor and report on team performance against quality benchmarks and health & safety requirements.

Required profile

• Proven experience in supervising or leading a customer‑facing team, preferably in a call‑center or digital environment.
• Strong understanding of performance management, quality frameworks and customer service metrics.
• Excellent communication and coaching abilities, with a focus on continuous improvement.
• Ability to work onsite in Cape Town and collaborate with client stakeholders.

Required skills