Team Leader – Customer Service

About the role

As a Team Leader you will guide a group of Customer Advisors, ensuring high‑quality service delivery while maintaining strict regulatory compliance and a focus on treating customers fairly. You will report directly to the Service Delivery Manager and work from our Retreat, Cape Town office.

Key responsibilities

• Coach and develop the team to achieve a high‑performance culture.
• Manage staffing, productivity, and quality metrics.
• Provide continuous communication, feedback, and motivation.
• Monitor attendance, conduct coaching sessions, and close performance gaps.
• Ensure adherence to the Always Improving Performance Framework and exceed KPIs.

Required profile

• Proven experience leading customer‑service teams.
• Strong understanding of regulatory standards and fair‑treatment principles.
• Excellent communication and motivational skills.
• Ability to analyze performance data and implement improvements.

Required skills

What we offer

• Career development and internal promotion opportunities after probation.
• Monthly, quarterly and annual awards with prizes.
• Employee Assistance Program, mental health support, and on‑site nurse.
• Medical, dental, vision, funeral and group life cover.
• Transportation shuttle service, on‑site food trucks, and wellness amenities.
• Tree planting initiative to offset carbon footprint.
• Inclusive, diverse workplace with internal social platform.