Team Leader – Customer Advisory

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 Diep River, Cape Town office.

Key responsibilities

• Coach and develop the team to achieve a high‑performance culture.
• Monitor staffing, productivity and quality metrics, ensuring KPIs are met or exceeded.
• Provide continuous communication, feedback and motivation to team members.
• Oversee attendance, coaching sessions and address performance gaps.
• Apply the Always Improving Performance Framework to drive operational excellence.

Required profile

• Proven experience leading customer‑service or call‑centre teams.
• Strong understanding of regulatory standards and fair‑treatment principles.
• Excellent communication and motivational skills.
• Ability to analyse performance data and implement improvement actions.

Required skills

What we offer

• Career development pathways and internal promotion opportunities after probation.
• Monthly, quarterly and annual awards with prizes.
• Employee Assistance Program, mental health first aiders and on‑site nurse.
• Medical, dental, vision, funeral and group life cover at no cost.
• Shuttle service, on‑site food trucks, beauty parlor and fitness facilities.
• Tree planting initiative to offset carbon footprint.
• Inclusive, diverse workplace with internal social platform.