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Customer Service Team Leaders
Posted date [23-May-2019] (ID: 21576)

Our Team Leaders are the heartbeat of our business. They are responsible for building an effective team of Customer Experience Advisors, with our Customers at the heart of everything we do. Team Leaders are responsible for the daily support and guidance of a team, which includes motivating, rewarding, coaching, and developing the team, to deliver on our combined company and customer centric values.


  • Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
  • Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
  • Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
  • Effectively manage behaviours with individuals to ensure the team deliver in line with company and client values
  • Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
  • Deliver all requirements to support the team in line with our monthly Training & Competency scheme
  • Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

Client Services

  • Ensure team performance is in line with our clients digital KPI’s
  • May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

  • Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
  • Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
  • Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
  • Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

  • Ensures they are kept up to date and shares regular updates on client process and changes
  • Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
  • Is capable of handling escalated customer queries

Implementation of Guidance and Policy

  • Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
  • Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Minimum Qualification:  Matric (Completed)

Experience: 2 years Team Leader experience within a Call Centre Environment

Skills and Abilities (what must I be able to do / display):

  • Drive sales
  • Empathy
  • Working with people
  • Relating and networking
  • Strong administrative skills
  • Persuading and influencing
  • Creating and Innovation
  • Coping with pressures and setbacks
  • Achieving personal work goals and objectives
  • Ability to use Initiative
  • Ability to work autonomously

Management/Supervisory Responsibility:

This position does have a management responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders


This post has expired! It was posted more than 30 days ago.
Job Title Customer Service Team Leaders
Job Function Team Leader
Post Details
Posted By CapitaSA
Tel nr
Location Western Cape
City Cape Town
Suburb City
Job Type Permanent
Classification SA Citizens - Only EE / AA
Categories Call Centre
Skill Level Management
Education Matric
Salary on Offer
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