Talent Pool: Team Leader MMH261109-6

Momentum; Centurion; On-site; ZAR 300,000 - 540,000; Full time

Job summary

Momentum is seeking a proactive Team Leader to oversee a client service team in a healthcare environment. You will guide the team in resolving client requests, queries and escalations, ensuring documentation aligns with SLAs and compliance requirements.

The role focuses on maintaining service quality, improving client experience and driving adherence to procedures while developing team capabilities and performance.

Qualifications

• 3–5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
• 2–3 years' Team Leader experience in the Medical Aid industry.

Responsibilities

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreements and legislative and compliance requirements.
• Monitor and control the team's delivery on SLAs made with clients.
• Act as an escalation point to address and resolve client queries.
• Ensure adherence to correct procedures when following up on queries and maintain SOPs.

Skills

Team leadership

Customer service

SLA management

Communication

Education

Matric / Grade 12

Business degree (advantageous)

Job description

Role Purpose

The successful incumbent will be responsible to lead a team responsible for supporting clients, ensuring all requests, queries, escalations, and documentation are in accordance with agreed Service Level Agreements and legislative and compliance requirements.

Requirements

QUALIFICATION:

• Grade 12 / Matric (Essential)
• Relevant Business Degree (Advantageous)

Experience

• 3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices. (Essential)
• 4 - 5 years' experience in client service environment with proven knowledge of customer service principles and practices. (Essential)
• 2 - 3 years' Team Leader experience in the Medical Aid 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 team's 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.
• Ensure satisfactory resolution of all queries and problems escalated.
• Developing and renewing best practice guidelines and procedures concerning client service.
• Implementation of mechanisms to improve client service
• Planning and implementing after-sales service and damage control interventions to ensure client satisfaction.

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.

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