Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa\u2019s leading financial long and short term insurance providers. Our portfolio includes South Africa\u2019s most loved and recognisable brands such as 1st
\nfor 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
\nfirst comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We\u2019re pioneers with a hunger for the best, bringing customer-focused
\ninnovation and service excellence to the financial services industry. We\u2019re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.<\/p>\n
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Job Title: Team Lead: Customer Services Australia<\/strong> Job Summary:<\/strong> Operations Management:<\/strong> Organizational Capability Building:<\/strong> Customer Relationship Management (CRM) Data:<\/strong> Leadership and Direction:<\/strong> Performance Management:<\/strong> Customer Service:<\/strong> Customer Management:<\/strong> Insights and Reporting:<\/strong> Improvement \/ Innovation:<\/strong> Operational Compliance:<\/strong> Correspondence:<\/strong> Personal Capability Building:<\/strong> Requirements:<\/strong> General Experience:<\/strong>
\nLocation:<\/strong> Fourways, Gauteng, South Africa
\nReference #:<\/strong> TL\/2021\/06\/14
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nTo ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required
\noperational results.<\/p>\n
\nSupervise a team\/teams within the Contact Centre to drive outcomes needed to be effective and efficient.<\/p>\n
\nUse the organization’s formal development framework to identify the team’s
\nindividual 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.<\/p>\n
\nEnter 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.
\nEnsure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.<\/p>\n
\nExplain 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.<\/p>\n
\nRespond 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
\nindividual performance management and appraisal.<\/p>\n
\nAct 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.
\nEnsure effective customer relationships and maintain customer satisfaction at all times.<\/p>\n
\nHelp manage customer relationships by using relevant systems.<\/p>\n
\nCollect and interpret relevant data and transform the data collected into meaningful and easy to read reports.<\/p>\n
\nIdentify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.<\/p>\n
\nIdentify, 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.<\/p>\n
\nRespond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).<\/p>\n
\nDevelop 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
\nindustry best practices through ongoing education, attending conferences, and reading specialist media.<\/p>\n
\nEDUCATION:<\/strong>
\nMatric \/ Grade 12\/ SAQA Accredited Equivalent (Essential)<\/p>\n
\n3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential);
\nExperience with Avaya related system (Advantageous)<\/p>\n