Client Experience Team Leader

Africa Direct Group; Cape Town; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A financial services firm is seeking a Client Experience Team Leader to oversee a team of client experience representatives in their contact centre. You will be responsible for ensuring high-quality customer service while meeting performance targets. The ideal candidate has a minimum of 3 years in customer care and 1–2 years in leadership, with knowledge of financial products. This role emphasizes team motivation, process improvement, and client satisfaction.

Qualifications

• Minimum 3 years of experience as a customer-care agent.
• At least 1–2 years in a leadership position.
• Familiarity with financial products and services.

Responsibilities

• Supervise and motivate a team to meet performance targets.
• Monitor and improve overall client experience.
• Oversee team performance by tracking key performance indicators.
• Identify opportunities for process optimization.
• Prepare and present regular reports on team performance.
• Foster a positive and inclusive team culture.
• Lead initiatives to improve customer retention and satisfaction.

Skills

Leadership Skills

Communication Skills

Problem-Solving

Technical Proficiency

Compliance Knowledge

Education

Related certificate field

Tools

CRM systems

Contact center technology

Performance reporting tools

Job description

The Client Experience Team Leader is responsible for overseeing the day‑to‑day operations of a team of client experience representatives in a financial industry contact centre.

This role ensures the delivery of high‑quality customer service, focuses on achieving client satisfaction, and drives continuous improvement initiatives.

The Team Leader plays a critical role in aligning the team's goals with the company's customer experience strategy and ensures compliance with industry regulations and standards.

Duties & Responsibilities

• Team Leadership and Development: Supervise and motivate a team of Client Experience Representatives to meet and exceed performance targets. Conduct regular one‑on‑one meetings and performance reviews with team members. Develop and implement training programs to enhance team skills, product knowledge, and service delivery. Support and guide the team in resolving complex customer issues and escalations.
• Client Experience Management: Monitor and improve the overall client experience, ensuring that customer interactions are professional, efficient, and tailored to client needs. Ensure the team provides clear, accurate, and timely information to customers, handling inquiries across various channels (phone, email, chat, social media). Address client concerns, identify root causes, and implement solutions to prevent recurring issues.
• Performance Monitoring: Oversee team performance by tracking key performance indicators (KPIs) and ensuring that all targets are consistently met. Provide timely feedback and coaching to improve individual and team performance. Create and maintain performance reports and ensure they are aligned with departmental objectives.
• Process Improvement: Identify opportunities for process optimization and lead initiatives to enhance team efficiency and service quality. Collaborate with other departments to ensure that customer feedback is incorporated into product and service offerings. Ensure adherence to industry regulations, compliance standards, and company policies.
• Reporting and Documentation: Prepare and present regular reports on team performance, customer feedback, and process improvements to senior management. Ensure proper documentation and tracking of client interactions for auditing purposes.
• Team Morale and Engagement: Foster a positive and inclusive team culture that encourages collaboration and open communication. Recognize and reward team achievements to maintain high employee morale and motivation. Encourage team members to suggest new ideas for improving client satisfaction and team performance.
• Client Retention and Satisfaction: Lead initiatives to improve customer retention, loyalty, and satisfaction. Ensure that all team members understand the importance of delivering exceptional service and building long‑term relationships with clients.

Required Experience and Qualifications

• Education: related certificate field.
• Experience: Minimum 3 years of experience as a customer‑care agent with at least 1–2 years in a leadership position.
• Industry Knowledge: Familiarity with financial products and services (insurance, loans, etc.).

Leadership Skills

• Leadership Skills: Proven ability to lead, motivate, and develop a team.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and team members.
• Problem‑Solving: Strong ability to identify problems, implement solutions, and drive continuous improvement.
• Technical Proficiency: Proficient in using CRM systems, contact centre technology, and performance reporting tools.
• Compliance Knowledge: Familiarity with financial industry regulations and ensuring team adherence to these standards.