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Client Services Team Leader

Client Services Team Leader

Code Red RecruitmentJohannesburg, Gauteng, South Africa
15 days ago
Job description

Overview

My client based in the Midrand is currently looking for a Client Services Team Leader.

Responsibilities

  • Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
  • Monitor and evaluate consultants´ activities and team operations
  • Resolving internal and external queries from financial advisors and clients
  • Communicating information regarding instructions, processes and procedures to advisors and clients
  • Proactively retaining and attracting business by providing excellent service to advisors and clients
  • Maintaining Monthly Attendance Record
  • Maintaining Key Performance Activities (KPA)
  • Performing and maintaining corrective actions where necessary to increase staff performance
  • Panel-admin training of new staff
  • Handling and resolving escalations, second call resolutions etc
  • Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
  • Identify opportunities and implement actions to streamline business processes
  • Servicing and maintaining direct client and / or financial advisor base for Life and Investment Products
  • Quality assurance of correspondence sent by the consultants telephonically or by email
  • Online Enrolments
  • Back up to team members where necessary
  • Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.

Minimum requirements

  • Minimum qualification : Financial degree (NQF Level 7)
  • Minimum of 2 year experience as a Team Leader in a Life / LISP Call Centre / Client Services environment
  • Professional and friendly telephone manner
  • Good understanding of mathematical calculations
  • Take initiative
  • Excellent time management skills
  • Ability to multi-task and have good organisational capacity
  • Problem solving skills
  • Can work independently and as part of a team
  • Apply sound judgement in query resolution Outcomes based training ability
  • Natural leadership skills
  • Detailed systems observation, attention to detail and solving arising problems.
  • Ability to do performance calculations and reconciliations
  • Approachable and supportive
  • High ability to mediate and resolve dispute

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    Team Leader • Johannesburg, Gauteng, South Africa