Team Leader - (UK Customer Services)

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Huntswood Group is seeking a Team Leader to drive superior customer service performance for Huntswood clients and their customers in Durban. You will lead a BPO team, manage KPIs, ensure adequate resourcing, and enforce company policy with a focus on quality and efficiency.

The role requires Matric/NQF4, 2+ years team leadership in BPO, and experience guiding UK-based campaigns, with strong problem solving and attention to detail.

Qualifications

• Matric / NQF Level 4 (Essential)
• A minimum of 2 years experience leading customer services teams within a BPO based environment (Essential)
• At least 1 years experience leading a UK based campaign (Essential)
• Extensive experience navigating multiple systems
• Strong technical problem solving skills
• High attention to detail

Responsibilities

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols
• Maintains team Motivation
• Rewards & Incentives are planned and implemented on an ongoing basis
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team
• Identify skills / knowledge gaps and independently address or elevate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Skills

Team leadership

Coaching

Performance management

Attention to detail

UK campaign experience

Systems navigation

Education

Matric / NQF Level 4

Tools

Multiple systems

Job description

We are looking for a Team Leader with the right talent and skills to lead our teams.

The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Job Description

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or elevate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• Matric / NQF Level 4 (Essential)
• A minimum of 2 years experience leading customer services teams within a BPO based environment (Essential)
• At least 1 years experience leading a UK based campaign (Essential)
• Extensive experience Navigating multiple systems
• Strong technical problem solving skills
• High attention to detail

Required Skills

• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

Interview Process

The interview process will consist of 2 stage with our Operations manager followed by a client session. This will focus on a review of experience, behavioural capability, and competency‑based questions.

Core Behaviour

Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."