Front Office Team Leader

Collinson; Milnerton; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A global insurance and travel solutions company seeks a Team Leader to manage a call centre team in Milnerton, South Africa. The ideal candidate will lead and motivate agents to provide exceptional customer service across various channels. Responsibilities include monitoring performance against key performance indicators, providing coaching, and facilitating team development. Strong leadership skills and experience in a customer service environment are essential for success in this role. Competitive compensation and opportunities for growth are offered.

Qualifications

• Proven experience in a similar team leader or supervisor role within a call/contact centre.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Proficient in using contact centre systems and reporting tools.

Responsibilities

• Lead and manage a team of call centre agents to deliver outstanding customer service.
• Monitor performance against KPIs and drive continuous improvement.
• Act as a referral point for complex queries and complaints.

Skills

Team leadership

Customer service management

Coaching skills

Communication skills

Data-driven decision making

Problem-solving

Tools

CRM platforms

Contact centre systems

Job description

Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance.

It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more.

The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences.

Collinson Insurance Division

Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA.

We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow.

Purpose of the job

To lead and manage a team of front office agents, ensuring the consistent delivery of exceptional customer service across all contact channels, including voice, digital, and written communications. This role is accountable for driving both individual and team performance against key metrics that support a high-performing, industry-leading multi-channel contact centre.

The Team Leader will play a pivotal role in coordinating daily activities, aligning resources to meet service demands, and fostering a motivated, customer-focused team culture. They will also support continuous improvement initiatives and act as a key point of coordination for escalations and complex service issues, ensuring timely and effective resolution.

Role hours are contracted per week, and as stated within the "Contract of Employment". From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay.

Key Responsibilities

• Lead, motivate, and manage a team of call centre agents to deliver outstanding customer service.
• Monitor team performance against KPIs (e.g. call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Manage team scheduling, adherence, and attendance to ensure optimal resource coverage.
• Collaborate with quality assurance, training, and workforce planning teams to improve agent effectiveness.
• Conduct regular team meetings and 1:1s to communicate updates, changes, and company goals.
• Identify trends and recommend process or system improvements.
• Foster a positive, inclusive, and accountable team culture.
• Act as a referral point for complex queries, complaints, and technical issues.
• Ensure all quality, regulatory, and procedural documentation is maintained and up to date.

Knowledge, skills and experience required

• Proven experience in a similar team leader or supervisor role within a medium size sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Excellent communication and interpersonal skills.
• Data-driven with the ability to interpret performance metrics, take appropriate action and drive continuous performance improvement.
• Strong problem-solving abilities and a calm, customer-focused approach under pressure.
• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strong understanding of workforce management- forecasting and scheduling.
• Comfortable working in a hybrid and regulated environment.
• Demonstrates resilience.
• The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.

Core Competencies

Leadership – Intermediate - Inspires, supports, and develops others to achieve high performance.

Performance Management – High - Sets and delivers on personal and team goals effectively.

Communication – High - Listens, articulates, and expresses information clearly and effectively.

Team Working – Intermediate - Collaborates and respects colleagues to achieve collective success.

Commercial Awareness – Intermediate - Understands market dynamics and manages team resources effectively.

Client Service – Intermediate - Delivers outstanding service to clients and internal stakeholders.

Innovation & Continuous Improvement – Intermediate - Seeks and implements improvements to processes and performance.

Results Focused – High - Achieves objectives efficiently through effective time and task management.

Regulatory Responsibilities

Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland

Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role

Immediately report any known conflicts of interest in line with company policy

Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your:

• Honesty, integrity and reputation
• Competence and capability; and
• Financial soundness

Hold valid certificates/accreditations certifying that you are a fit and proper person to perform the regulated function to which the certificate relates i.e. APA qualification

Carry out the role with honesty and integrity in the best interests of the Firm and its customers

Maintain a Duty of Responsibility for all activities managed within the role