Key performance areas
Lead and support consultants in the professional handling of inbound and outbound calls, emails and client queries.
Ensure calls are answered promptly, professionally and in line with established quality standards.
Review and monitor consultants' calls to assess service quality, accuracy and compliance.
Ensure clients are contacted within agreed timelines and kept informed of progress.
Oversee the accurate logging of all internal and external calls, including the allocation of reference numbers.
Resolve escalated client queries and provide additional administrative support where required.
Promote first-call resolution and minimise repeat client contact.
Monitor call volumes and support the team to ensure calls are managed efficiently.
Ensure consultants follow all required processes and procedures from the start of a query through to closure.
Verify that approved templates are used correctly and kept up to date.
Monitor the timely handling of leads, transfers and client requests.
Ensure consultants accurately capture interaction notes, update systems and maintain all call- and email-related administration.
Confirm that clients receive accurate information, documentation and information packs.
Identify and resolve customer service problems and escalated complaints.
Maintain high levels of client satisfaction and ensure client expectations are appropriately managed.
Prepare and submit accurate daily, weekly and monthly operational reports.
Monitor team performance and provide regular reports based on service and performance metrics.
Delegate duties, communicate deadlines and follow up on task completion.
Coordinate team meetings and support effective internal communication.
Participate in the coaching, training and development of team members.
Manage leave requests and help maintain adequate staffing levels.
Support the resolution of employee disputes and escalate matters to management when necessary.
Act on behalf of absent employees or management to ensure continuity of operations.
Ensure employees comply with company policies, guidelines and operational standards.
Maintain current processes, procedures and templates, and communicate changes to the team.
Encourage consultants to improve their communication skills, product knowledge and understanding of the organisation.
Oversee the team in the absence of management and ensure all administrative duties remain up to date.
Only internal applications will be considered
Qualifications, experience and skills
Grade 12 or equivalent qualification.
At least two years' relevant experience in a service centre, call centre, back-office or helpdesk environment.
Experience in customer service, query resolution and administrative support.
Working knowledge of call centre systems and related operational processes.
Proficiency in Microsoft Office.
Ability to prepare accurate reports and maintain detailed records.
Strong written and verbal communication skills.
Proven ability to handle escalated queries and customer complaints.
Good planning, organisational and time-management skills.
Strong attention to detail and administrative accuracy.
Ability to monitor performance, delegate duties and support team members.
Strong problem-solving and conflict-resolution abilities.
A patient, professional and customer-focused approach.
Ability to work independently and provide operational oversight when management is unavailable.
Advantageous
A qualification in Call Centre Management, Customer Service or Marketing.
Previous experience in a team-leading, coaching or supervisory capacity.
Experience monitoring service quality and call centre performance metrics.
Knowledge of the organisation's products, services and customer service standards.
YOU WILL NOT BE CONSIDERED IF YOU DO NOT CURRENTLY WORK FOR CURRO
Closing date: 06 July 2026.