Service Team Leader : Inbound

Job title: Service Team Leader: Inbound

Job Location: Gauteng, Johannesburg
Deadline: May 08, 2025

Client Engagement:

• Execute on the vision and overall customer segment strategy.
• Provide strategic input into the customer segment strategy.
• Provide insight in terms of optimising performance and profitability.
• Develop mechanisms to obtain and provide feedback on customer insight.
• Understand customer needs through analysis of diverse information sources, including market research, internal customer information, and industry-related standards.
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input into business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth.
• Allocate tasks through omni-channel platforms, which deal directly with clients and are the first point of contact.
• Participate in communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues.
• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new product offerings.
• Build/maintain rapid channels of communication to clients in case of service-related issues and events.
• Represent the “Voice of the Customer.”
• Create a culture of Customer/Client Centricity.
• Ensure adherence to standard operating procedures in all engagements.
• Ensure follow-up and follow-through on all client queries.
• Escalate queries, in line with standard operating procedures, and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world-class client service experience.
• Support cross-functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams.

Quality, Consistency and Compliance:

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
• Ensure that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.).
• Analyse empirical customer data and act on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understand the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Service.
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Service.
• Ensure remediation of all audit findings for Service.

Leadership:

• Ensure that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopt the new ways of work culture and the creation of empowered teams.
• Empower employees to fulfil the business objectives regarding customer experience, people management, and engagement.
• Drive the company’s diversity and transformation objectives.
• Develop mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness:

• Be punctual, responsible, and diligent in all tasks and duties attended to, and ensure that your team follows the same standards.
• Complete accurate and timely administration records.
• Submit to the Manager of Customer Care all relevant reports and paperwork.
• Any additional responsibilities as required from time to time.
• Ensure you and your team comply with company policy and procedures.
• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management:

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position:

• Grade 12 with English and a second language.
• Undergraduate/Postgraduate qualification in related field advantageous.
• 4 – 6 years experience as a Team Leader in a Call Centre environment.