Team Manager: Customer Care at Nimble Group

Job Purpose:

Key Responsibilities:

Under the direction of the Operations Manager, your responsibilities will include (but not be limited to):

• Manage and coach Customer Care Consultants
• Ensure Customer Care Consultants and department achieves set targets (Collections, Productivity and Administrative)
• Incoming telephonic call, digital and ticket audits
• Management of ticketing system/ assigning tickets
• Ensure compliance to department and client processes- One touch resolutions
• Ensuring that SLA is above 80% and abandon rate <3%
• Deal with escalations or issues as they arise from clients/customers, be that external or internal

Reporting

• Attend to ad hoc requests regarding the Customer Care department
• Manage staff work allocation schedule including planned and unplanned absences
• Ensure full understanding of business and legislative requirement and that team is adhering to these accordingly
• Monitor, measure and motivate the respective teams
• Ensure that your team’s targets and service benchmarks are communicated and achieved
• Develop and maintain positive working relationship with other colleagues, subordinates and management
• Ensure constant monitoring and measuring where issues are raised and these are resolved timeously through appropriate escalation processes

Minimum Requirements:

• At least 2 years in a Team Management role
• Customer Service experience is highly advantageous

Intermediate proficiency in:

• MS Word
• MS Excel
• MS Outlook
• Credit and Criminal clear

Key Competencies:

• Target and performance driver
• Strong people orientation
• Mentoring/coaching
• Outstanding communication and interpersonal abilities
• Motivational approach
• Able to deal with conflict
• Ability to listen and actively provide feedback
• Instill and maintain discipline
• Strong customer orientation (TCF approach)
• Able to liaise with client representatives professionally
• Proactive team player
• Attention to detail
• Excellent organisational and planning skills
• Willing to learn
• Strong administrative discipline
• Ability to think on your feet and use initiative

Remuneration & Benefits:

• Competitive basic salary
• Commission earning potential

Employer-funded benefits:

• Funeral Cover
• Life Cover
• Disability Cover
• Medical Cover (after probation)