Description

Reporting to the Head of Customer Service, the Team Leader EC & WC is responsible for overseeing the management and operations of our Cape Town branch, ensuring that it runs efficiently and effectively. In addition, this role involves coordinating teams based in the Eastern and Western Cape, ensuring proper management, team performance, and the fulfilment of contractual obligations with our customers. The Team Leader EC & WC will work closely with the Team Leader Projects – Customer Service Agreements to assist in managing overall contract deliverables and maintaining strong client relationships.

−             Branch Management (Cape Town)

−             Area Coordination (Eastern & Western Cape)

−             Client relationships

−             Reporting & Communication on branch and area performance

−             Continuous Improvement

−             Performance Monitoring

−             Oversee daily operations of the Cape Town branch, ensuring smooth workflow and productivity.

−             Lead and manage the Eastern & Western Cape Teams, including recruitment, training, performance evaluation, and conflict resolution.

−             Ensure compliance with company policies, industry regulations, and safety standards.

−             Monitor branch budgets, financial performance and optimize cost efficiency.

−             Coordinate and oversee the activities of teams based in the Eastern and Western Cape.

−             Provide guidance, support and resources to ensure teams meet operational goals and deliver high-quality service.

−             Regularly communicate with teams to assess performance, address challenges, and ensure alignment with company objectives.

−             Ensure teams are adequately staffed, trained, and equipped to fulfill contractual obligations.

−             Collaborate with the Team Leader Projects – Customer Service Agreements to ensure that all contractual obligations with clients in the Eastern and Western Cape are met.

−             Monitor contract performance, identify potential risks, and implement corrective actions when necessary.

−             Assist in managing client relationships, addressing concerns, and ensuring customer satisfaction.

−             Support the Team Leader Projects – Customer Service Agreements in preparing reports, audits, and compliance documentation.

−             Provide regular updates to the Head of Customer Service on branch and area performance.

−             Prepare and submit reports on performance, operational efficiency, and team productivity.

−             Facilitate communication between teams, management, and clients to ensure transparency and alignment.

−             Identify opportunities for process improvement, cost reduction, and enhanced service delivery.

−             Implement best practices and foster a culture of continuous learning and development within the teams.

−             Lead initiatives to improve customer satisfaction and operational excellence.

−             Regular travel required.