Team Leader: Customer Services X4 MMH250422-11
Momentum
Date: 20 hours ago
City: Centurion, Gauteng
Contract type: Full time

Role Purpose
Lead a team to support clients with requests, queries, escalations, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Lead a team to support clients with requests, queries, escalations, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Matric
- Minimum 2 - 3 years leadership experience in the Medical Aid industry is essential
- Completed Leadership training / programmes would be an advantage
- Monitor and manage staff to ensure workload distribution and client service continuity.
- Review performance targets of team in line with business objectives to ensure optimal performance is maintained.
- Engage with team to increase quality and client satisfaction.
- Develop processes and procedures to increase effectiveness and quality of client service.
- Ensure quality standards of all client interactions are achieved.
- Compile and analyse relevant (Day to day targets, Quality Standards and Adherence reports etc.).
- Manage the achievement of client service standards in line with agreed targets.
- Effectively manage all day-to-day team activities and escalations.
- Conduct regular engagements with team to share information and review team objectives.
- Make recommendations to optimise client service and service delivery.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Create a positive work climate and culture to energise employees to minimise work disruption and maximise productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and MMH values.
- Drive a culture that guides best practice and fosters an environment of continuous learning & development, and team cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
- Comply with workforce planning to ensure that staffing requirements are accurately forecasted.
- Identify employee growth and development needs and liaise with interventions to enable ongoing development, training, and personal growth.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
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