Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa’s first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.
Job Title: Team Lead: Customer Services ( Digital ) – Australia
Location: Fourways, Gauteng, South Africa
Reference #: TLC.2021.03
Contract Type: Permanent
Salary: Market Related
To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organizational Capability Building:
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data:
Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective
customer retention and business development activities.
Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
Leadership and Direction:
Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization’s strategy, mission and vision; motivate people to achieve local business goals.
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
Ensure effective customer relationships and maintain customer satisfaction at all times.
Help manage customer relationships by using relevant systems.
Insights and Reporting:
Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Improvement / Innovation:
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Respond to requests and escalated requests using
telephonic conversation or emails (internal and external
Personal Capability Building:
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential);
Experience with Avaya related system (Advantageous)
1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Application Deadline: 14/04/2021