Team Leader – Customer Services

About the role

The Team Leader will head a customer‑service team that handles client requests, queries, escalations and documentation. The role ensures compliance with Service Level Agreements (SLAs) and relevant legislation, particularly within the medical‑scheme sector.

Key responsibilities

• Manage and guide the team in resolving client requests, queries and escalations in line with SLAs and compliance requirements.
• Monitor team performance, track SLA adherence, and report on process or system failures.
• Act as the escalation point for complex client issues and ensure correct procedures are followed.
• Analyse service processes, identify improvement opportunities and implement enhancements.
• Maintain and update standard operating procedures to guarantee consistent service quality.
• Build and sustain relationships with clients, internal and external stakeholders, delivering on agreed service levels.
• Lead, coach and develop the team, fostering a collaborative and high‑performance culture.

Required profile

• National Senior Certificate (essential); business‑related diploma or degree (advantageous).
• 3‑5 years experience in a call‑centre or client‑service environment.
• 2‑3 years proven leadership experience.
• Prior experience in the medical‑scheme industry with knowledge of the Medical Schemes Act.
• Fluent English; IsiXhosa is a plus.

Required skills

• Proficiency with Microsoft 365.

What we offer

• Opportunity to lead a dedicated team within a regulated industry.
• Professional development and exposure to legislative compliance.
• Collaborative work environment focused on client satisfaction.