Team Lead: CSC (Only Open For Curro Employees) at Curro Holdings Ltd

Key performance areas

• Lead and support consultants in the professional handling of inbound and outbound calls, emails and client queries.
• Ensure calls are answered promptly, professionally and in line with established quality standards.
• Review and monitor consultants’ calls to assess service quality, accuracy and compliance.
• Ensure clients are contacted within agreed timelines and kept informed of progress.
• Oversee the accurate logging of all internal and external calls, including the allocation of reference numbers.
• Resolve escalated client queries and provide additional administrative support where required.
• Promote first-call resolution and minimise repeat client contact.
• Monitor call volumes and support the team to ensure calls are managed efficiently.
• Ensure consultants follow all required processes and procedures from the start of a query through to closure.
• Verify that approved templates are used correctly and kept up to date.
• Monitor the timely handling of leads, transfers and client requests.
• Ensure consultants accurately capture interaction notes, update systems and maintain all call- and email-related administration.
• Confirm that clients receive accurate information, documentation and information packs.
• Identify and resolve customer service problems and escalated complaints.
• Maintain high levels of client satisfaction and ensure client expectations are appropriately managed.
• Prepare and submit accurate daily, weekly and monthly operational reports.
• Monitor team performance and provide regular reports based on service and performance metrics.
• Delegate duties, communicate deadlines and follow up on task completion.
• Coordinate team meetings and support effective internal communication.
• Participate in the coaching, training and development of team members.
• Manage leave requests and help maintain adequate staffing levels.
• Support the resolution of employee disputes and escalate matters to management when necessary.
• Act on behalf of absent employees or management to ensure continuity of operations.
• Ensure employees comply with company policies, guidelines and operational standards.
• Maintain current processes, procedures and templates, and communicate changes to the team.
• Encourage consultants to improve their communication skills, product knowledge and understanding of the organisation.
• Oversee the team in the absence of management and ensure all administrative duties remain up to date.

Only internal applications will be considered 

Qualifications, experience and skills

• Grade 12 or equivalent qualification.
• At least two years’ relevant experience in a service centre, call centre, back-office or helpdesk environment.
• Experience in customer service, query resolution and administrative support.
• Working knowledge of call centre systems and related operational processes.
• Proficiency in Microsoft Office.
• Ability to prepare accurate reports and maintain detailed records.
• Strong written and verbal communication skills.
• Proven ability to handle escalated queries and customer complaints.
• Good planning, organisational and time-management skills.
• Strong attention to detail and administrative accuracy.
• Ability to monitor performance, delegate duties and support team members.
• Strong problem-solving and conflict-resolution abilities.
• A patient, professional and customer-focused approach.
• Ability to work independently and provide operational oversight when management is unavailable.

Advantageous

• A qualification in Call Centre Management, Customer Service or Marketing.
• Previous experience in a team-leading, coaching or supervisory capacity.
• Experience monitoring service quality and call centre performance metrics.
• Knowledge of the organisation’s products, services and customer service standards.

YOU WILL NOT BE CONSIDERED IF YOU DO NOT CURRENTLY WORK FOR CURRO 

Closing date: 06 July 2026.