Team Leader: Client Liaison Officer

3 weeks ago

Bellville, South Africa Health Solutions Full time

**Introduction**
- Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Assess and improve the quality client engagements/services including the overall perception of multiple complaints channels in order to deliver business objectives.
- Managing & leading a team of Client Liaison Officers working across different channels.
- Building and maintaining the overall image of the Client in the market place through service recovery and quality auditing and coaching.

**Requirements**:
**Qualification**
- Matric or Equivalent
- Degree or National Diploma in Business management (Advantageous)
- Momentum Metropolitan(MM) accredited Leadership course (Advantageous)

**Knowledge**
- Good understanding of the industry (Advantageous)

**Experience**
- Client service experience in the medical aid environment(Essential)
- Minimum 2 years Client Services experience (advantageous)
- Complaints / Query Management experience
- 3 - 4 years Leadership experience (Advantageous)

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Resolve high level unresolved queries/disputes arising from clients and provide feedback.
- Manage / ensure that the appropriate complaints management measures and plans are implemented and handle all high level escalations.
- Engage with Clients, Line Managers, Team Leader, Stakeholders & Service Provider Networks (SPN’s) and feedback.
- Engage with departments that do not meet the standards of service as laid down in Scheme service level agreements.
- Provide support with regards to action plans to improve service delivery.
- Ensuring that the recommended actions & corrective measures to the defaulting departments take place.
- Identify areas where training is required to improve service levels (within team as well as across departments).
- Identify process and system shortfalls in order to improve efficiencies.
- Building and maintaining relationships with Learning & Developement (L&D) coaches, service managers & heads of the various business units.
- Maintaining a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
- Ensuring that member feedback on complaints & compliments received across all channels and the business is responded to within the agreed turnaround times.
- Preparing reports / packs as per various Client review forums.
- Reports as requested by the Scheme or the Executive Team are accurately and timeously completed and included in the Operations Pack.
- Process improvements are tracked and there is evidence to show improvement.
- Lead & manage of a Team of Client Liaison Officers (CLO’s) (including Performance Management)
- Identify & nurture high performing individuals (Talent Management of CLO’s)

**PEOPLE**
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and our company values.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved.
- Encourage innovation, change agility and collaboration within the team.

**CLIENT**
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and

  • Client Liaison Officer

    7 months ago

    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...

  • Client Liaison Officer

    6 months ago

    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...

  • Client Liaison Officer

    6 months ago

    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...

  • Business Liaison Officer

    7 months ago

    Bellville, South Africa Sanlam Full time

    **Who are we?** Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is...

  • Sales Team Leader

    6 months ago

    Bellville, South Africa Call Centre Staffing Full time

    **Responsibilities** - Set goals with team members. - Motivation and coaching. - Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters. - Vesting and training of new Consultants in the contact centre. - Drive the achievement of project and campaign targets. - Escalate call resolution and provision of project and...

  • Client Liaison Officer X2

    4 months ago

    Bellville, South Africa Health Solutions Full time

    **Introduction** - Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings,...

  • Aftersales Team Leader

    3 months ago

    Bellville, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 2 days ago- **Location**: Bellville, Western Cape- **Job Title**: Aftersales Team Leader- **Education Level**: Certificate- **Job Level**: Senior- **Minimum Experience**: 5- 7 Years**Aftersales Team Leader required in Bellville, Cape Town.**: A renowned Cosmetics Company is looking for a “Aftersales Team leader...

  • Customer Liaison Administrator

    6 months ago

    Bellville, South Africa Time Personnel Full time

    **Job Overview**: **Date Posted**: Posted 4 hours ago- **Location**: Bellville, Western Cape- **Job Title**: Customer Liaison Administrator- **Education Level**: High School / Matric- **Job Level**: Intermediate- **Minimum Experience**: 3 - 5 Years**Customer Liaison Administrator - Bellville, Cape Town.**: Are you passionate about providing exceptional...

  • Quality Assurance Team Leader

    6 months ago

    Bellville, South Africa Santam Full time

    About the Company Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is...

  • Quality Assurance

    7 months ago

    Bellville, South Africa Sanlam Full time

    About the Company- Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.- Our success is rooted in our passion for our clients and everything we do is...

  • Call Centre Team Leader

    7 months ago

    Bellville, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 5 hours ago- **Location**: Bellville, Western Cape- **Job Title**: Call Centre Team Leader- **Education Level**: Certificate- **Job Level**: Intermediate- **Minimum Experience**: 3 - 5 Years**Call Centre Team Leader job vacancy in Bellville, Cape Town.**: A renowned Cosmetics Company is looking for a “Call Centre...

  • Sales Floor Team Leader

    6 months ago

    Bellville, South Africa Job Crystal Full time

    The main role of the Sales Floor Team leader is to ensure teams are managed so that they meet SLA and deliverables without compromising quality. A Sales Floor Team Leader is responsible for learning the business members’ structures and processes within Sales Floor and member relations. As a Team Leader you will ensure the ultimate success of your team by...

  • Sales Team Leader

    6 months ago

    Bellville, South Africa Call Centre Staffing Full time

    Western Cape, Bellville **Responsibilities** - Set goals with team members. - Motivation and coaching. - Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters. - Vesting and training of new Consultants in the contact centre. - Drive the achievement of project and campaign targets. - Escalate call resolution and...

  • Liaison Officer: Examinations

    4 months ago

    Bellville, South Africa University of the Western Cape Full time

    Post Number- 8021885- Faculty/Department- University of the Western Cape -> Registrar -> Deputy Registrar: Academic Administration -> Examinations & Graduations- Type of Position- Permanent - Full Time- Length of Contract Period- Location- Main Campus - Bellville, WC ZA (Primary) - Closing Date- 30/8/2024**Role Clarification & Key Performance Areas** The...

  • After Sales Team Leader

    4 months ago

    Bellville, South Africa Job Crystal Full time

    A dynamic, vibrant and growing cosmetics business is looking for an Aftersales Team Leader to join their team in Bellville, Cape Town. The Aftersales Team Leader is responsible for overseeing the performance of the Aftersales Consultants, to communicate the goals of the team and ensure that these goals are achieved by motivating and providing guidance,...

  • Office Administrator

    7 months ago

    Bellville, South Africa Vine Full time

    Our client a medical company in Bellville is seeking a Office Administrator. This position is an excellent opportunity for someone who is dedicated in their work, with a keen interest in medical sales and administration, and who would like to progress further than this position within the company. **Requirements**: Matric with relevant qualifications Good...

  • Customer Service Team Leader

    2 months ago

    Bellville, South Africa Job Crystal Full time

    A dynamic, vibrant and growing cosmetics business is looking for an Aftersales Team Leader to join their team in Bellville, Cape Town. The Aftersales Team Leader is responsible for overseeing the performance of the Aftersales Consultants, to communicate the goals of the team and ensure that these goals are achieved by motivating and providing guidance,...

  • Inhouse Helpdesk Team Leader

    3 months ago

    Bellville, South Africa Sanlam Full time

    **Who are we?** Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of...

  • Expert Butcher Team Leader

    1 week ago

    Bellville, Western Cape, South Africa Vine Recruitment Full time

    Job Description: Expert Butcher Team LeaderSalary: £60,000 - £70,000 per annum.About the Company: Vine Recruitment is a leading recruitment agency specialising in the meat industry. We are committed to finding the best candidates for our clients and provide a range of services, including job matching and CV screening.Key Responsibilities:* Manage a team of...

  • Production Team Leader

    7 months ago

    Bellville, South Africa Twizza Full time

    **The objective of this role**: The purpose of the Production Team Leader is to ensure accurate reporting on machines. Secondary responsibilities for all processes on the shift; meeting operating requirements; managing waste streams, and Level 1 team management. **Deliverables in this Role**: People Management - Weekly engagement with team members: -...