Client Experience Leader & Quality Coach

AVBOB South Africa; Polokwane; On-site; ZAR 360,000 - 480,000; Full time

Job summary

AVBOB South Africa in Polokwane seeks a supervisor to uphold high-quality client service and retention by guiding administrative clerks in the area. This role emphasizes strengthening customer experiences, coaching staff, and ensuring policy adherence in a well-established organization backed by over a century of values.

The position focuses on team management, customer service excellence, risk awareness, and continuous improvement across multiple offices, with a strong emphasis on regulatory

Qualifications

• Experience in customer service leadership
• Strong communication and reporting skills
• Ability to coach and develop admin staff

Responsibilities

• Oversee and monitor customer service standards across admin clerks in the area.
• Attend area meetings, report deficiencies, and recommend corrective actions.
• Identify development areas and track staff development plans.
• Conduct counselling to improve quality assurance and standardization of processes.
• Monitor policy compliance and regulatory requirements (e.g., FAIS, PoPIA, FICA, BCEA, LRA).
• Prepare monthly area reports and monitor VOC/NPS results to drive improvements.

Job description

AVBOB South Africa in Polokwane seeks a supervisor to uphold high-quality client service and retention by guiding administrative clerks in the area. This role emphasizes strengthening customer experiences, coaching staff, and ensuring policy adherence in a well-established organization backed by over a century of values.

The position focuses on team management, customer service excellence, risk awareness, and continuous improvement across multiple offices, with a strong emphasis on regulatory