Team Leader – Client Services

About the role

The Team Leader will head a client‑service team, handling requests, queries, escalations and documentation while ensuring compliance with Service Level Agreements and relevant legislation.

Key responsibilities

• Guide and manage the team to resolve client requests, queries and escalations in line with SLA commitments.
• Monitor and control team performance against agreed service levels and regulatory requirements.
• Act as the primary escalation point for complex client issues and ensure correct procedures are followed.
• Analyse client‑service processes, identify improvement opportunities and implement enhancements.
• Maintain and update standard operating procedures to guarantee consistent service delivery.
• Provide expert advice to clients and stakeholders, building strong relationships.
• Deliver on SLA commitments, recommend service improvements and support a culture of exceptional client experience.
• Lead, develop and motivate the team, fostering collaboration with peers and influencing change initiatives.

Required profile

• Grade 12 or equivalent (essential).
• 3‑5 years experience in a call‑centre or client‑service environment with solid knowledge of customer‑service principles.
• 2‑3 years management experience.
• Exposure to the health/insurance industry is preferred.
• Industry‑related or business‑related qualification is desirable.
• Strong knowledge of relevant business products, processes, systems and regulatory requirements.

Required skills

• MS Office Suite (Word, Excel).