Team Leader: Customer Service Champion

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Manager: Customer Experience Centre, the successful incumbent is accountable to manage, co-ordinate and take accountability of the Customer Experience Centre.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in a related qualification.
• Relevant 5 years’ experience in a customer experience centre related environment, of which 2 (two) years must have been on a supervisory level in the operations management function.

Technical and behavioral competencies required

• Planning, Organising and Coordinating
• Personal Mastery
• Judgement and Decision Making
• Ethics and Values
• Client Service Orientation
• Ability to unpack Policies and Standard Operating Procedures, and advise on processes.
• Computer literacy.
• Stress management.
• Perseverance.
• Professionalism.
• Honesty and integrity.
• Assertiveness.
• Results orientation.
• Communication skills (verbal and non-verbal).
• Interpersonal and listening skills.
• Customer service orientation.
• Decision making.
• Problem-solving skills.
• Analytical thinking.
• Emotional intelligence.
• Report writing skills.

KEY PERFORMANCE AREAS

Ensure implementation of continuous improvements initiatives to enhance service delivery

• Research, analyse and evaluate new service delivery methods procedures and techniques.
• Ensure the application of rules and procedures to ensure high level of activity.
• Ensure the daily targets are accomplished.
• Ensure that work related problems are resolved expediently.

Reporting   

• Contribute to the preparation and submission of reports.
• Support the development of functional reporting systems, for management, project or performance reporting.
• Report regularly and periodically.
• Perform necessary submissions as and when required to provide updates and/or inform management decisions.

Ensure adherence to corporate governance within the team.  

• Ensure consistent application of policies and procedures within the team.
• Ensure that the usage and allocation of resources within the section is in line with the PFMA.

Stakeholder Management

• Maintain proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.
• Maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.

People management

• Ensure the motivation, cohesiveness, and alignment of the organisation’s team members.
• Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of the company.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591