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
• Hello Peter Reviews