Complaints Team Leader – Performance & Coaching

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Huntswood is seeking a Team Leader (Complaints) to lead and develop a Durban-based team, driving performance against KPIs and ensuring adherence to client SLAs. Strong leadership, coaching and stakeholder management are essential as you guide daily operations.

You will manage leave, conduct performance conversations, and maintain alignment with Huntswood culture while fostering continuous improvement and staff development.

Qualifications

• 2 years team leader experience within complaints – UK Financial Services.
• Grade 12 or equivalent qualification.

Responsibilities

• Manage performance and achieve team KPIs.
• Leave/Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR matters attended to as per policy.
• Maintain team motivation.
• Plan and implement rewards & incentives.
• Ensure employee experience aligns with HW culture.
• Provide ongoing coaching to advisors.
• Conduct regular call listening.
• Support team development and CPD discussions.
• Share knowledge to keep the team updated.
• Hold monthly 1-1s with team members.
• Identify and nurture top talent within the team.
• Address skills/knowledge gaps or escalate for assistance.
• Complete reports as per department/client schedule.

Skills

Leadership

Planning

Analytical

Strong communication

Conflict resolution

Coaching

Developmental

Motivate team

Report Feedback

Relationship Building

Education

Grade 12 / National Senior Certificate

Job description

Huntswood is seeking a Team Leader (Complaints) to lead and develop a Durban-based team, driving performance against KPIs and ensuring adherence to client SLAs. Strong leadership, coaching and stakeholder management are essential as you guide daily operations.

You will manage leave, conduct performance conversations, and maintain alignment with Huntswood culture while fostering continuous improvement and staff development.