Client Service Team Leader

About the role

MVIA is looking for a dynamic Client Service Team Leader to oversee its client service team and ensure exceptional support for policyholders. The role is central to maintaining high customer satisfaction, driving service excellence, and supporting daily team operations within the motor insurance sector.

Key responsibilities

• Manage daily operations of the customer care team, including inbound email workflows.
• Assign and distribute tasks, ensuring timely resolution of inquiries and compliance with company policies.
• Oversee junior agents, monitor adherence to regulatory standards such as the FAIS Act, PPR, and CP.
• Handle complex inquiries and resolve escalated complaints effectively.
• Train staff, facilitate continuous learning, and develop team capabilities.
• Compile and analyse performance reports and key metrics in collaboration with the Customer Care Manager.
• Collaborate with other departments to deliver a seamless customer experience.

Required profile

• Strong communication and interpersonal abilities.
• Proven leadership and team‑management experience.
• Excellent problem‑solving and conflict‑resolution skills.
• Analytical mindset with report‑writing capabilities.
• Ability to manage multiple priorities under pressure.
• Understanding of the motor insurance industry and relevant regulatory requirements.

Required skills