Client Services Team Leader MMH260910-1

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

Role Purpose

Lead a team to support clients with requests, queries, escalations and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.

Requirements

• Matric / Grade 12 (Essential)
• Business related qualificaton (Desirable)
• 3 - 5 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• 4 - 5 Years' experience in client service environment with proven knowledge of customer service principles and practices
• 2 - 3 Years' management experience
• Exposure to the health / insurance industry (preferred)

Duties and Responsibilities

INTERNAL PROCESS

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
• Manage, monitor and control the teams delivery on Service Level Agreements made with clients.
• Manage, monitor and control the team's execution of client requests, concerns and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure team's adherence to correct procedure and protocol when following up on and attending to queries.
• Analyse the Client Service processes and identify opportunities for improvements; implement improvements within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
• Ensure that the team outputs are aligned to business objectives.

CLIENT

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Effectively manage a team to deliver quality service to clients.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving team cohesiveness and performance.
• Manage individual performance and provide appropriate training interventions where necessary.
• Ensuring operational efficiency within the department.
• Ensure that staff members are aware of their individual responsibilities, measurement and targets.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296