Team Leader: Dpd MMH260709-14

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

Formal Qualifications

• Industry related qualification (Desirable)
• Business related qualification (Desirable)
• Grade 12 or equivalent (Essential)

Experience

• 3- 5 years experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• 3- 5 years experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• 4 -5 years experience in client service environment with proven knowledge of customer service principles and practices
• 2- 3 years management experience Exposure to the health / insurance industry (preferred)

Knowledge

• Knowledge of relevant business products, processes, systems and procedures
• Knowledge of relevant regulatory and compliance requirements

Skills

• MS Office Suite (Word, Excel)
• Communication skills
• Language proficiency
• Planning skills
• Interpersonal skills
• Analytical skills

Duties and Responsibilities

INTERNAL PROCESS

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
• Manage, monitor and control the teams delivery on Service Level Agreements made with clients.
• Manage, monitor and control the team&rsquos execution of client requests, concerns and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure team&rsquos adherence to correct procedure and protocol when following up on and attending to queries.
• Analyse the Client Service processes and identify opportunities for improvements implement improvements within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.

CLIENT

• Provide authoritative, expertise and advice to clients and stakeholders.
• 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.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Effectively manage a team to deliver quality service to clients.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving team cohesiveness and performance.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

I

NTERNAL PROCESS

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
• Manage, monitor and control the teams delivery on Service Level Agreements made with clients.
• Manage, monitor and control the team&rsquos execution of client requests, concerns and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure team adherence to correct procedure and protocol when following up on and attending to queries.
• Analyse the Client Service processes and identify opportunities for improvements implement improvements within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures within the Client Service area and to ensure the maintenance of quality and consistency in service delivery and client experience.
• Ensure that the team outputs are aligned to business objectives.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296