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

  • Matric
  • Minimum 2 - 3 years leadership experience in the Medical Aid industry is essential
  • Completed Leadership training / programmes would be an advantage

Duties and Responsibilities

  • 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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