Job Description

Role Overview

We are seeking a proactive and experienced

Customer Service / Call Centre Manager

to lead our team of Customer Service Representatives based in Johannesburg. This is an on-site leadership role supporting UK-based clients during UK business hours.

As the team leader, you will oversee the day-to-day operations of a frontline customer service team, ensuring exceptional service delivery, high team morale, and consistent achievement of client KPIs. Your role is pivotal in developing people, improving processes, and maintaining a strong service culture within the team.

Key Responsibilities

Lead, coach, and manage a team of customer service representatives providing multi-channel support (voice, email, and live chat) Monitor team performance against individual KPIs and client SLAs, and implement corrective actions where needed Conduct regular performance reviews, one-on-ones, and coaching sessions to develop team capabilities Oversee workforce planning, scheduling, and real-time adherence to ensure optimal coverage Escalate complex or high-impact customer issues as needed and support your team in resolving them Analyze performance metrics and customer feedback to identify trends, challenges, and opportunities Foster a positive, accountable, and service-driven team culture Collaborate with internal teams and clients to ensure operational alignment and quality standards Participate in recruitment, onboarding, and training of new team members

Requirements

2-4 years of experience in a

team lead or management role

in a customer service or call centre environment Demonstrated ability to lead teams in high-volume, metric-driven environments Strong knowledge of customer service principles, call centre operations, and performance management Excellent communication and interpersonal skills with the ability to motivate and support diverse team members Comfortable working in a structured, fast-paced environment aligned to UK business hours Strong computer literacy and experience using CRMs, ticketing systems, and reporting tools Based in Johannesburg and available to work on-site

Preferred Attributes

Experience supporting UK-based clients or familiarity with UK customer expectations and etiquette Proficiency in CRM or helpdesk tools like Zendesk, Salesforce, or Freshdesk Ability to adapt quickly, solve problems under pressure, and remain solutions-focused Commitment to continuous learning and professional development

Why Join Aetherbloom?

Be part of a

purpose-driven company

that champions economic empowerment in South Africa Lead a team of professionals supporting well-established UK brands Access

paid training

, leadership mentorship, and career development opportunities Thrive in a collaborative, inclusive, and high-performance environment

How to Apply

To be considered for this role, you

must

submit your application via the following link:

Apply Here: https://app.dover.com/apply/Aetherboom/bafc9268-afcc-4b29-9d44-c6716933c139

Applications sent via email, LinkedIn or any other method will not be reviewed. Only submissions through the link above will be considered.

Job Type: Full-time

Pay: R11000,00 - R12000,00 per month

Experience:

Customer Service Management : 2 years (Preferred)
Work Location: In person

Application Deadline: 2025/08/06