Vacancies Available at Huntswood

Job Responsibilities :

• 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

• National Senior Certificate-Grade 12
• Minimum 2 years experience as a Team Leader managing UK Clients
• 1 year managing FSP/insurance Campaign is imperative

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Job Responsibilities

Identify and rectify shortcomings and weaknesses in:

Windows

• Operating system deployment (AutoPilot) and application deployment (Intune)
• Frequently raised issues for agents

Automation

• We use PowerShell and/or Python

Networking

• Capacity (we use Site24x7 and Meraki to monitor our systems)
• Responsiveness (with several offices in two countries, addressing delays is important)

Regional requirements

• Ensure that different locations have their unique (cultural, legal, infrastructure) requirement addressed
• Own the delivery of service for the offices
• Provide technical escalation point to the ServiceDesk
• Work with the other technology teams (DevOps, Development, SecOps, Business Apps) when requiring their expertise or identifying improvements they can make
• Able to occasionally work out of hours to avoid disruption to end users
• Able to join an on-call out of hour rota 

Job Requirements

• Matric / NQF Level 4
• Min 2 years in an IT Tech support role in a large scale operation working with Windows/Servers and networking
• IT qualification advantageous 

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What you’ll be doing:

• Handling inbound calls and emails from customers with professionalism and empathy
• Providing clear, helpful information on complaint processes and general enquiries
• Keeping customers informed about complaint progress
• Meeting personal and team performance targets
• Growing your skills – with potential for further training on more complex queries

What we’re looking for:

• Previous experience in a customer-focused environment.
• Working in a financial service environment - advantageous.
• Excellent communication and active listening skills.
• High attention to detail and accuracy.
• Resilience, adaptability, and a team-player attitude.
• Basic knowledge of CRM systems – or a willingness to learn!