Customer Service Team Leader

**MAIN PURPOSE OF THE ROLE**

To manage and support a high performing customer service team, ensuring service levels and customer experience is of a high standard. Facilitate effective complaints handling and resolution to customers across various service and social media platforms.

**DUTIES AND RESPONSIBILITIES**

**Manage daily customer service operations**
- Oversee day-to-day operations and ensure completion within SLA
- To ensure that your team members adhere to industry regulations and legislation at all times by monitoring individual performance with support from QA and compliance.
- Build relationships with other business units and key individuals, to improve your teams objective delivery.
- Allocate tasks effectively to ensure SLA's are met
- Ensure high levels of customer experience maintained; ensure delivery of performance and business metrics.

**Manage customer service agents**
- Encourage open communication between yourself and your individual team members through constant interaction.
- Offer advice and support to agents in servicing and retaining clients.
- Develop set of individual and team KPI's to contribute to department and organisation objectives.
- Develop a team culture to ensure that customer experience is always at the forefront of all engagements.
- Manage individual customer service agents work performance by identifying the development needs and provide required skillset to improve work performance through ongoing coaching, counselling and guidance.
- Manage individual's attendance, conduct and engagement, to improve team performance and overall commitment to job.
- Ensure a harmonious work environment at all times by practicing a consistent and fair approach in the treatment of staff.
- Motivate team and individuals to strive for success.
- Improve your knowledge of Labour related policies and procedures to support your engagement with your staff members.
- Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate disciplinary hearings.
- Monitor team and individual KPIs at all times, and implement key interventions to ensure that production output is met

**Manage customer service queries, complaints and cost efficiencies**
- Co-ordinate and manage the complaint handling process.
- Ensure all complaints via all platforms are resolved within SLA. Maintain the Complaints register ensuring accuracy & completeness.
- Assess refund requests to establish reasonable grounds
- Ensure customer surveys are actioned timeously and create a positive NPS.

**Report and Feedback**
- Monitor your teams KPIs very closely and provide related reports to stakeholders within the business.
- Timeously and update-to-date data must be maintained to ensure accurate reporting.
- Work closely with the BI, finance, Dialler and IT Department to improve reporting.
- Analyse results of reports, and take appropriate action.
- Highlight trends and identify solutions to areas of concern

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric required
- A minimum of 1 year customer service team leader or supervisory level experience is required.
- 1 year in a customer service environment within the financial services sector
- Proficient in MS office
- Ability to act as a financial services representative

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Analysis and Problem solving
- Organisational Awareness
- Communication
- Customer Service Orientation
- Self-Management
- Stress Management
- Planning and Organisation
- Results Orientation
- Resource Management
- People Management

**Salary**: Market related