To lead, manage, and develop a team of Client Engagement and Billing Consultants to achieve performance targets, ensure excellent service delivery, and drive operational efficiency. The role is responsible for guiding the team, implementing effective processes, and taking necessary actions to meet business and customer service objectives.
Key Responsibilities
- Lead and manage a team of Client Engagement and Billing Consultants
- Drive team performance to achieve targets and service level expectations
- Provide ongoing coaching, mentoring, and performance development
- Conduct performance assessments, including quality assurance of calls
- Handle escalated client queries and complex problem resolution
- Participate in recruitment processes and manage team headcount requirements
- Develop and implement standard operating procedures and process improvements
- Ensure consistent communication between management and team members
- Enforce company policies and operational standards
- Motivate, inspire, and support team members to achieve excellence
- Work overtime when required, including weekends
Skills and Competencies
- Strong verbal and numerical communication skills
- High attention to detail and quality focus
- Strong leadership and people management ability
- Excellent interpersonal and relationship-building skills
- Strong problem-solving and decision-making skills
- Ability to manage stress and work under pressure
- Strong organisational and time management skills
- Ability to build and maintain a strong team culture
- High level of organisational awareness
Education and Experience
- Grade 12 (Essential)
- Minimum 5 years’ experience in a Customer Service Team Leader role (Essential)
- Strong proficiency in English (reading, writing, and speaking) (Essential)
- Bi-lingual ability is an advantage
- Computer literate with strong MS Office and Excel skills (Essential)
- Regulatory Examination and FAIS credits required
- NQF Level 4 or 5 credits
- Class of Business qualification
- BCom or related degree is advantageous
Employment Equity
The company’s Employment Equity Plan and targets will be applied during the recruitment process. As an equal opportunity employer, applications from individuals with disabilities are encouraged.