Our client, a well-established organisation operating within the medical administration and client services industry, is seeking to employ an experienced Team Leader: Customer Services to join their team. This role is based in Port Elizabeth, Eastern Cape.

Requirements

• National Senior Certificate is essential
• Business-related diploma or degree is advantageous
• 3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices is essential
• At least 2 years' leadership experience is essential
• Microsoft 365 proficiency is essential
• Language proficiency in English is essential and IsiXhosa advantageous
• Advantageous
  • Previous working experience in the medical scheme industry
  • Sound knowledge of the Medical Schemes Act and regulations

Responsibilities (include but are not limited to):

Internal Process

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements
• Manage, monitor and control the team's delivery on Service Level Agreements made with clients
• Manage, monitor and control the team's execution of client requests, concerns and queries
• Act as an escalation point to the team in addressing and resolving client queries
• Ensure the team's adherence to correct procedures and protocols when following up on and attending to queries
• Analyse the client service processes and identify opportunities for improvements; implement improvements within the team
• Identify and report process and system failures and enhancements to improve client experience
• Update and maintain relevant standard operating procedures within the client service area to ensure the maintenance of quality and consistency in service delivery and client experience
• Ensure that the team outputs are aligned to business objectives

Client Management

• Provide authoritative expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Ensure satisfactory resolution of all queries and problems escalated
• Develop and renew best practice guidelines and procedures concerning client service
• Implement mechanisms to improve client service
• Plan and implement after-sales service and damage control interventions to ensure client satisfaction

People Management

• Effectively manage a team to deliver quality service to clients
• Develop and maintain productive and collaborative working relationships with peers and stakeholders
• Positively influence and participate in change initiatives
• Continuously develop own expertise in terms of professional, industry and legislation knowledge
• Contribute to continuous innovation through the development, sharing and implementation of new ideas
• Take ownership for driving team cohesiveness and performance
• Manage individual performance and provide appropriate training interventions where necessary
• Ensure operational efficiency within the department
• Ensure that staff members are aware of their individual responsibilities, measurements and targets

Finance

• Contribute to the financial planning process within area
• Identify opportunities to enhance cost effectiveness and increase operational efficiency
• Manage financial and other company resources under your control with due respect
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Only shortlisted candidates will be contacted. If you do not receive feedback within two weeks of applying, please consider your application unsuccessful.