Team Manager: Customer Service at Telesure Investment Holdings (TIH)

Introduction

• To engage with, develop and motivate a team of customer service consultants to deliver a high quality low effort customer experience who are available to attend to incoming customer inquiries and achieve their key performance indicators in a fully compliant manner

Specification

• Implement, drive and monitor group strategy and operational efficiency through team members and systems to achieve group targets and results (Sales targets, SQA, Adherence, Absenteeism etc.
• Ensure consistent customer satisfaction by coaching, monitoring and measuring in order to achieve customer results within a team.
• Effectively lead, manage and align the team through the agreed methodologies and frameworks. Leading, coaching, recruiting, staff retention, development, performance management, empowerment etc.) in order to achieve organisational goals and objectives.
• Build and maintain effective relationships (internal and/or external) through networking and connecting.
• Investigate and explore innovative methods in which to lead, optimise and develop team and business through people, systems and processes.
• Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times.

Qualifications
Requirements

• Matric / Grade 12/ SAQA Accredited Equivalent
• Tertiary Qualification* SAQA Accredited Equivalent

Experience

• 2 to 3 years Managing a team of Claims/Customer Service Consultants