Team Leader – Customer Services

About the role

The Team Leader will head a customer‑service team, ensuring client requests, queries, escalations and documentation are handled in line with Service Level Agreements (SLAs) and regulatory requirements. The role combines people management, process optimisation and stakeholder liaison.

Key responsibilities

• Guide and monitor the team’s delivery of client requests, queries, escalations and documentation, ensuring compliance with SLAs and legislation.
• Act as the primary escalation point for complex client issues and guarantee adherence to correct procedures.
• Analyse service processes, identify improvement opportunities and implement changes to enhance client experience.
• Maintain and update standard operating procedures for consistency and quality.
• Provide expert advice to clients and internal stakeholders, building strong relationships and managing expectations.
• Contribute to financial planning, cost‑effectiveness initiatives and continuous innovation within the service area.

Required profile

• Grade 12 or equivalent (essential); business or industry qualification preferred.
• 3–5 years experience in a call‑centre or client‑service environment with solid knowledge of customer‑service principles.
• 2–3 years of management experience, preferably within the health or insurance sector.
• Exposure to insurance or health‑insurance environments is advantageous.

Required skills