Latest Jobs at Huntswood

• We are looking for a Team Leader with the right talent and skills to lead our teams.
• The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Job Description

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• Matric / NQF Level 4
• US Leadership experience is essential 
• Experience leading a US based campaign is essential (minimum 1 year in the US space)
• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is essential
• Extensive experience Navigating multiple systems
• Strong technical problem solving skills
• High attention to detail

Required Skills

• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

go to method of application »

ROLE PURPOSE 

• This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence. 

Job description 

The successful candidate will be responsible amongst others for the following key responsibilities:  

•  Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures. 
• Oversight on the execution of key responsible and task required by the HODs 
• Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis 
• Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations 
• Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate  
• Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.  
• Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
• As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices. 
• Analyse the available data and provide detailed insights and recommendations to strengthen the operations 
• Lead on strategic and operational projects providing ongoing project updates to the project owner 
• Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance  
• Contribute towards the departments strategic plan with the aim of achieving the required client deliverables. 

 EXPERIENCE 

• 5 years senior operational experience/Associate Director experience beneficial (contact centre specific)
• Complaints & Service background 
• Background in UK financial Services (FCA) - is essential 

QUALIFICATIONS 

• Grade 12 
• Management or related qualification (advantageous) 

Essential skills 

• Excellent written & Verbal Communication 
• Demonstrates strong leadership capability  
• Able to make decisive well thought of decisions  
• Results orientated with a strong focus on execution  
• High proficiency in data analysis and operational performance metrics  
• Ability to distil strategic plans into operational plan  
• Able to prioritise multiple projects, task and activities at any given time 
• Collaborative Approach with all stakeholders 
   

go to method of application »

• We’re a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection. Basically, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.
• Right now, we’re recruiting Customer Sales Advisors, a role that is perfect for an amazing individual that loves engaging with customers and closing deals, with excellent benefits on offer as well.

What will you be doing?

• Acting as the first point of contact for customers who need help
• Assisting customers calling in, to register their appliances
• Using your wit, charm and best sales experience to upsell our products
• Adhering to the script to remain compliant on all customer interactions
• Maintain quality and compliance standards, in line with the client requirements
• Building rapport with our customers and getting to know their needs
• Helping each customer find the protection package that's perfect for them  
• Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a three-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

So, what do we need from you?

• A solid background in targeted sales and customer service.
• Recent 1-year unbroken tenure.
• Outbound/ Inbound sales experience (local / international)
• Minimum 6 months sales + 6 months customer service
• Resides within a 30 KM radius from the office.
• Excellent attention to detail, our customers mean a great deal to us, so want to get things right first time.
• Outstanding communication skills, to build relationships and listen to our customers.
• A team player, dedicated to providing the best customer experience.
• Be able to work under pressure, and take on challenges when they arise, in a calm, cool and relaxed manner, without breaking a sweat.

 What else to expect?

• In a 3-week training programme, you’ll learn our systems, meet your new colleagues, perfect your service technique and learn what makes a great customer experience.
• Joining as one of our Customer Support Advisors, you will receive extensive training and support allowing you to develop your sales expertise.
• You will have excellent progression potential at D&G, with opportunities to progress into career pathways. We actively encourage growth and development and many of our employees go on to explore further opportunities across the business.
   

go to method of application »

• The Operations Manager provides strong operational governance, monitors performance dashboards, and identifies trends, risks, and root causes impacting results. They collaborate closely with Team Leaders, Quality, Training, and technical support to drive continuous improvement, maintain regulatory compliance, and uphold an excellent customer experience.

Job Responsibilities
People Management

• Managing performance and achievement of Team Leader KPIs
• Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan
• Ensure daily huddles are prepared and held
• Leave/Absence Management ensuring required resourcing is available as per SLA
• Disciplinary & HR-related matters are attended to in line with company policy and protocols
• Create and drive team motivation
• Reward & Recognition is part of the operational rigor
• Incentive programmes are aspirational, structured, and well communicated to align with operational delivery
• Encourage cross-functional collaboration
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• HW policies, procedures, and protocols are communicated and demonstrated within the operational environment
• Foster the HW culture aligned to a people-centric approach
• Recognize and address potential challenges that may hinder team performance or morale

Team/Leader Development

• Structured and ongoing coaching/mentoring
• New leader transition plans
• Lead bi-monthly call review sessions with documented actions and outcomes
• Conduct monthly 1-1s with Team Leaders to review team performance and personal development
• Identify and address skills/knowledge gaps
• Embed industry best practices and seek continuous service delivery improvement
• Share knowledge based on incidents, findings, or feedback
• Host regular think tank/focus sessions
• Support team professional development (CPD, succession, career pathing)
• Address poor performance through structured development plans in partnership with HR
• Identify and nurture top talent
• Create a repository of useful resources for coaching and skills development
• Provide ongoing formal and informal learning opportunities

Operational Management (BAU)

• Define operational objectives
• Agree and deliver key operational metrics
• Plan and deliver against agreed business targets
• Monitor performance and adapt activities accordingly
• Translate financial objectives into operational activities
• Track performance against forecast and adjust operations in-month
• Communicate departmental information effectively
• Define reporting requirements to optimize performance
• Maintain key business records
• Implement quality control mechanisms
• Manage legislative requirements
• Oversee processes and monitor performance
• Monitor departmental expenses
• Oversee procurement and suppliers
• Suggest areas for review based on management insights
• Raise and address concerns promptly to avoid disruption
• Promote innovation, successes, and learnings
• Support project implementation led by the Project Manager
• Provide insights and collaborate with project teams
• Maintain stakeholder communication and records of progress

Client Relationship Support

• Support the Client Director in maintaining strong client interactions
• Collaborate with clients through WBR, MBR, and QBR
• Manage internal delivery on client requirements
• Escalate risks/issues within Huntwood promptly
• Prepare for client visits and ensure internal teams are aligned
• Maintain healthy client communication and relationships
• Share achievements and challenges proactively
• Report on continuous departmental improvement

Change Management

• Identify departmental change initiatives
• Partner with the business on organizational change
• Drive change initiatives to successful outcomes
• Manage communication plans around departmental changes
• Monitor results and address challenges

Department Reporting

• Collaborate with BI team to build operational reporting and insights
• Analyze existing MI and monitor trends
• Use data insights for decision-making and improvement recommendations
• Drive data-driven continuous improvement initiatives

Job Requirements

• Experience in managing operations in UK Financial Service space
• 2-3 years experience operating at Ops Management level
• Minimum qualification: Matric/NQF 4
• Intermediate Excel and Reporting skills
• Ability to interpret KPI’s, dashboards and performance reports
• Identify root causes of performance issues and propose corrective actions
• Strong understanding of quality frameworks and compliance standards
• Problem solving mindset with ability to priorities
• Ability to work independently
• Proven track record of delivering targets and KPI’s
• Good attendance record along with a track record of excellent timekeeping and meeting deadlines.

Skills Required

• Interpersonal and communication skills
• Understanding of business processes and policies
• Organized and structured
• Resource planning
• Leadership
• Innovative and creative thinking
• Analytical skills
• Coaching and mentoring
• Ability to lead and influence
• Decision-making
• Planning and organization
• Continuous improvement mindset
• Operational knowledge
• Financial acumen
• Report writing