Job Openings at Telesure Investment Holdings (TIH)

Job Purpose

• To lead a team of dedicated, specialist Claims staff in order to obtain the lowest possible claims cost while delivering consistently high levels of service to every customer.

Responsibilities

Operations Management

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organizational Capability Building

• Use the organization's formal development framework to identify the team's individual development needs.

Plan and implement actions to build their capabilities.

• Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Customer Service

• Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Ensure effective customer relationships and maintain customer satisfaction at all times.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.
• Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Management

• Help manage customer relationships by using relevant systems.
• Insights and Reporting Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Correspondence

• Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) (Required)

Experience

• 3 or more years Financial Services industry experience within a call centre environment (Essential); STI experience (Essential); 2 or more years Claims Experience (Essential);. 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)

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Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• Ensures vehicles are effectively and timeously towed to the agreed destinations, in line with TIH policies and procedures. Generate cost savings for TIH and the customer by negotiating the towing costs with non-suppliers.

Responsibilities

Administration

• Administer the towing of vehicles correctly and efficiently within the specifications of TIH policy terms and conditions. Facilitate the timeous and accurate payment of MBR’s to ensure an effective relationship is maintained

Contract Management

• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery.
• Client & Customer Management (Internal)Maintain and build relationships with key stakeholders (Towing contractors, SMD’s, Yards, Motor body repairers (MBR’s), Claims and Assessing Environment etc.).Client & Customer Management (External)Render a claims-related service within a turnaround time that is acceptable to customers and conforms to company SLA’s. Ensure effective customer service through delighting customers.

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Receiving audio instructions via radio/phone/computers. Establishing information for proof, validation or evidence. Asking questions to establish information required. Searching literature or other data sources. Noting unusual occurrences. Evaluating alternatives prior to decision.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a call centre environment. Towing experience is advantageous. None

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Matric / Grade 12/ SAQA Accredited (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

End Date: January 15, 2026