Job Description

We are seeking a dynamic and experienced Customer Care Team Leader to oversee our customer service team and ensure the delivery of exceptional support to our policyholders. This role plays a vital part in maintaining customer satisfaction, driving service excellence, and supporting the daily operations of the team. A strong understanding of the motor insurance industry and a passion for delivering outstanding customer experiences are essential to succeed in this position.

Key Responsibilities:

Oversee the daily operations of the customer care team Manage and coordinate the inbound customer communication channels, including email workflows, ensuring prompt responses and efficient task delegation Assign and distribute tasks to team members, ensuring timely resolution of inquiries Oversee junior agents to ensure they remain compliant and adhere to company policy and procedures Ensure all records and team admin, is compiled and up to date Handle complex inquiries and resolve escalated complaints effectively Train staff and facilitate continuous learning to enhance knowledge and skills Compile and analyse reports on customer service performance and key metrics with the Customer Care Manager Collaborate with other relevant departments and stakeholders for a seamless customer experience Ensure compliance with regulatory requirements, including the FAIS Act, PPR, and CPA


Knowledge of the FAIS Act, PPR, and CPA. Proven experience in managing customer inquiries, delegating tasks, and resolving disputes. Proficiency in customer service software and CRM systems. Matric or relevant qualification. RE5 (advantageous)

Key Skills:

Excellent communication and interpersonal skills. Strong leadership and team management abilities. Problem-solving and conflict resolution skills. Analytical and report-writing capabilities. Ability to manage multiple priorities under pressure.

Key Performance Indicators (KPIs):

Query and complaint resolution times. Team Abandon Rate. Inbound Communication SLA. Compliance with regulatory standards including internal audit scores. Team productivity and performance metrics. + Interactions resolved. + Calls Answered
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