Client Services Team Leader Waterfall, Gauteng Permanent

2 days ago

Gauteng, South Africa PSG Konsult Ltd. Full time

**Designation**:

- Client Services Team Leader | Waterfall, Gauteng | Permanent

**Category**:

- Administration and Operations

**Job Level**:

- Skilled technical and academically qualified workers, junior management, supervisors, foremen and superintendents

**Posted by**:

- PSG Financial Services

**Posted on**:

- 05 Mar 2025

**Reference Number**:

- POS02493

**Closing date**:

- 02-Apr-2025

**Position Type**:

- Permanent

**Location**:

- Waterfall Magwa Crescent

**Overview**:
**VACANCY | CLIENT SERVICES TEAM LEADER | WATERFALL, JOHANNESBURG | PERMANENT**

PSGs commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce. In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.

**Responsibilities**:

- Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact center
- Monitor and evaluate consultants´ activities and team operations
- Resolving internal and external queries from financial advisors and clients
- Communicating information regarding instructions, processes and procedures to advisors and clients
- Proactively retaining and attracting business by providing excellent service to advisors and clients
- Maintaining Monthly Attendance Record
- Maintaining Key Performance Activities (KPA)
- Performing and maintaining corrective actions where necessary to increase staff performance
- Panel-admin training of new staff
- Handling and resolving escalations, second call resolutions etc
- Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
- Identify opportunities and implement actions to streamline business processes
- Servicing and maintaining direct client and/or financial advisor base for Life and Investment Products
- Online Enrolments
- Back up to team members where necessary
- Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities

**Minimum Requirements**:

- Minimum qualification: Financial degree (NQF Level 7)
- Minimum of 2 year experience as a Team Leader in a Life/LISP Call Centre/Client Services environment
- Professional and friendly telephone manner
- Good understanding of mathematical calculations

**Competencies**:

- Take initiative
- Excellent time management skills
- Ability to multi-task and have good organisational capacity
- Problem solving skills
- Can work independently and as part of a team
- Outcomes based training ability
- Natural leadership skills
- Detailed systems observation, attention to detail and solving arising problems.
- Ability to do performance calculations and reconciliations
- Approachable and supportive
- High ability to mediate and resolve dispute

**How to apply**:

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