Team Lead : Claims Business Insurance

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading insurance company is seeking a Team Lead for Claims Business Insurance in Johannesburg. The successful candidate will lead a team of Customer Service Consultants, ensuring timely and effective service delivery. Key responsibilities include monitoring team performance, handling escalated customer queries, and leading process improvements. While specific educational and experiential qualifications are not listed, strong leadership and problem-solving skills are essential. This position is full-time, and the application deadline is November 3.

Qualifications

• Must demonstrate effective leadership skills with a customer service team.
• Ability to deal with complex and valuable issues.
• Skill in monitoring team performance and making quality decisions.

Responsibilities

• Lead a team of Customer Service Consultants.
• Ensure effective service delivery to all clients.
• Monitor service levels and team performance.
• Handle escalated customer requests via phone or email.

Job description

Team Lead: Claims Business Insurance

Locations: Gauteng, Johannesburg

Time type: Full time

Posted Today

End Date: November 3

Job Purpose

Lead a team of Customer Service Consultants to ensure effective delivery of service to all levels of client interactions.

Responsibilities

• Act as first‑line supervisor of a customer service team, ensuring targets are achieved in productivity and turnaround times.
• Deal with most complex and valuable issues.
• Explain the local action plan and support team members in understanding what needs to be done and how it relates to the broader business plan and the organization’s strategy.
• Use performance management systems to improve personal performance and conduct formal performance reviews.
• Monitor team performance, allocate work, review completion, take corrective action to ensure timeliness and quality.
• Identify and report non‑compliance with policies, procedures or regulatory codes.
• Supervise others within established operational systems and make quality decisions regarding claims outcomes.
• Monitor service levels and ensure effective service delivery to clients.
• Ensure service consultants focus on first notification of loss and queries.
• Handle small and quick settlement claims from the inbound call centre.
• Collate and analyze data using pre‑set tools, methods and formats; identify trends in customer experience.
• Deliver specialised support for new and existing accounts, responding to complex enquiries and assisting senior colleagues with customer relationship management.
• Produce and update correspondence and administrative documentation, including letters, emails, minutes and reports.
• Respond to escalated requests via phone or email.
• Identify shortcomings in existing processes and lead improvement and change management initiatives.
• Develop own capabilities through assessment, training, coaching and ongoing education.

Education

No specific education requirements listed.

Experience

No specific experience requirements listed.