Team Leader: Customer Services (Medical Scheme Industry)

SUMMARY:
Location: Gqeberha, Eastern Cape 
Employment Equity:  Strictly EE (African male or female)
Employment Type: Permanent Opportunity 
Industry: Medical Scheme & Risk Management Sector 

A respected organisation within the medical scheme and financial services environment is seeking an experienced Team Leader: Customer Services to lead a high-performing client service team in Gqeberha. 

This opportunity is ideal for a strong people leader with proven experience in medical schemes, call centre operations, and client escalations management. The successful candidate will play a critical role in driving service excellence, operational efficiency, and team performance within a highly regulated environment. 

KEY RESPONSIBILITIES

• Lead and manage a customer services team within a fast-paced client services environment 

• Oversee the resolution of client queries, escalations, and documentation requests 

• Ensure adherence to Service Level Agreements, compliance standards, and internal procedures 

• Coach, mentor, and develop team members to achieve performance targets 

• Identify process improvement opportunities to enhance customer experience 

• Act as an escalation point for complex client matters 

• Drive operational efficiency, reporting accuracy, and service delivery excellence 

• National Senior Certificate (Matric) 
• 3–5 years’ experience within a call centre or customer service environment 
• 2–3 years’ proven leadership experience 
• Previous medical scheme industry experience is essential 
• Strong understanding of the Medical Schemes Act and related regulations 
• Proficiency in Microsoft 365 
• Fluent English communication skills 
• IsiXhosa language ability will be advantageous
• Clear criminal history

POSITION INFO:
Team Leader: Customer Services – Medical Scheme Industry