Cape Town Region: Customer Service Team Leader (Finchoice) posted by Finchoice

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands Pay Just Now and FinChoice empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. Were a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human. Role Overview: The Team Leader for Customer Service is responsible for leading, supporting, motivating, and developing a team of consultants. They ensure achievement of key performance targets, operational efficiencies, and exceptional customer experience aligned with company objectives. Additionally, they resolve customer issues, complaints, and inquiries while maintaining high standards of customer satisfaction. Key Responsibilities: Ensure that an exceptional customer experience is consistently achieved: Achieve performance targets and resolve customer queries efficiently. Candidate should have the authority and expertise to handle complex or sensitive customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolving the situation to the customer’s satisfaction. Candidate should lead by example, demonstrating exemplary customer service skills in their interactions with both customers and team members. Candidate should actively promote and reinforce the importance of customer satisfaction and service excellence within their team and across the wider organization. Continuously improve customer experience and service delivery. candidate should foster a culture of continuous improvement within their team, encouraging feedback, experimentation, and innovation to enhance the overall customer experience. Operational, quality efficiencies and adherence to service level agreements Drive team efficiency targets and productivity standards. Maintain adherence to workflows and identify procedural/system gaps. Ensure service level agreements are met. Ensure that the departments service level agreements are in place and are achieved. People management Develop KPAs and personal development plans for team members. Lead, guide, and support agents through coaching and training. Foster innovation and staff engagement. Participate in motivational activities and workforce planning. Performance management in line with BCEA Reporting: Capture required data to ensure all systems are up to date and accurate. Manage and track the teams performance hourly, daily, weekly and monthly. Provide accurate reports in line with the departments requirements. Identify adverse variances and / or negative trends and proactively develop action plans to address this. Provide operational feedback to the Management team by identifying trends through data analysis. Projects Participate in any projects as per the agreed KPA. Assist with the implementation and optimization of projects and assignments About You Minimum 3 years’ experience in Customer Service. 3 years’ experience in team leadership or leadership role or leadership qualification Strong leadership and motivational abilities. Effective decision-making and problem-solving skills. Customer-centric attitude. Proactive and innovative mindset. Excellent interpersonal and communication skills. Ability to work independently and within a team. Strong planning and organizational skills. Analytical with attention to detail. Resilient and adaptable to change. Ability to resolve conflict within the team and with customers. Takes accountability for teams performance and outcomes.