Team Leader (Complaints)

Team Leader (Complaints)

We are looking for a Team Leader with the right talent and skills to lead our teams to join our team in Durban.

Job Responsibilities

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• National senior certificate-Grade 12
• 2 years Team leader experience within complaints – UK Financial Services

Skills Required

• Understanding of Business processes & policies

• Planning

• Leadership

• Analytical

• Conflict resolution

• Strong communication

• Listens to understand

• Run effective meetings

• Goal/ Target Orientated

• Self -managed

• Coaching

• Developmental

• Provides learning opportunities in everyday work.

• Motivate team to achieve personal and professional goals.

• Able to manage time well

• Structured approach

• Report Feedback

• Relationship Building

• Interview Process

• The selection process will include an initial CV screening against the role requirements. Shortlisted candidates will then participate in an interview with a Talent Specialist, followed by a final interview with the leadership team.

• Core Behavior

• Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game

• Strive For Greater

• Enable and empower all employees

• Do the right thing

• Own it

• Deliver unbelievable service

• "It's not just about what we do, but the way we do it. And it's our values that make us special."

• NB: All appointments are subject to the positive outcome of pre-employment verification checks.