Client Experience Team Leader

Momentum; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Momentum is seeking a capable leader to head a client service team in a fast-paced environment. You will guide the team to resolve client requests, queries and escalations while ensuring adherence to SLAs and regulatory requirements.

The role focuses on delivering high-quality client service, maintaining relationships with internal and external stakeholders, and driving process improvements to enhance client experience. Strong management experience is essential.

Qualifications

• 3–5 years' experience in call centre or client service with proven knowledge of customer service principles and practices.
• 2–3 years' management experience.
• Exposure to health/insurance industry (preferred).

Responsibilities

• Lead and guide the team in resolving client requests, queries and escalations within SLA and compliance requirements.
• Monitor and control team delivery on SLAs with clients.
• Act as escalation point for client queries and issues.
• Develop, update and maintain standard operating procedures for consistent service delivery.
• Provide authoritative advice to clients and stakeholders and build relationships.

Skills

Customer service

People management

Process improvement

Education

Matric / Grade 12

Business qualification (Desirable)

Job description

Momentum is seeking a capable leader to head a client service team in a fast-paced environment. You will guide the team to resolve client requests, queries and escalations while ensuring adherence to SLAs and regulatory requirements.

The role focuses on delivering high-quality client service, maintaining relationships with internal and external stakeholders, and driving process improvements to enhance client experience. Strong management experience is essential.