Customer Experience Team Leader

Recruiter:

The Legends Agency

Job Ref:

4RR46R57

Date posted:

Thursday, December 4, 2025

Location:

Cape Town, South Africa

Salary:

Market-Related

SUMMARY:
This role exists to oversee the daily operations of the customer service team, ensuring customer queries, orders, and complaints are handled efficiently and with care.

POSITION INFO:

Customer Experience Team Leader
Lead and inspire a dynamic customer service team for a growing UK-based logistics business.
Cape Town (Remote to start, office-based within 3 months), up to R40,000/month

About Our Client
Our client is a UK-based logistics and supply business experiencing strong growth, with operations supported by a South African-based team. They are focused on delivering excellent customer service and maintaining high standards in order fulfilment, communications, and operational coordination. This is a great opportunity to join a business that values diligence, teamwork, and continuous improvement.

The Role: Customer Experience Team Leader
This role exists to oversee the daily operations of the customer service team, ensuring customer queries, orders, and complaints are handled efficiently and with care. You will be responsible for upholding service excellence, improving internal processes, and supporting cross-functional collaboration with the Operations, Sales, and Purchasing teams.

Key Responsibilities

Minimum 3-5 years in a customer service team leadership role
Manage the customer service teams daily performance and workloads
Handle escalated customer enquiries and complaints professionally
Ensure all sales team service commitments are delivered accurately and promptly
Step in to cover for team absences, ensuring no disruption to service
Drive continuous improvement initiatives to enhance customer experience
Monitor service performance against KPIs and SLAs
Lead hiring and performance management, with final decisions agreed with the Leadership Team

About You

3-5 years of experience managing a customer service or support team
Skilled in conflict resolution, communication, and escalation handling
Strong attention to detail and accuracy in customer communications
Proactive, solution-focused mindset with the ability to coach and guide a team
Open to feedback, collaborative, and committed to delivering results
Comfortable starting in a remote setup with a transition to in-office work in Cape Town within 3 months

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