Our Customer Service team is a busy department receiving high volumes of calls from our Customers and Transport Partners based mainly in the UK and handling their queries on a daily basis. They manage the delicate balance of managing our customers, transport partners and AnyVan needs to provide effective answers and solutions. As a team leader you'll ensure our agents are well trained and motivated to deliver world class customer service.
What you'll be doing:Team Leadership:Stretch and develop the team to achieve objectives that have been set through effective coaching, development, delegation and empowermentSupport the team to deliver against individual and personal targets, goals and objectivesSupport recruitment activities and make sure we're attracting and retaining high potential talentSupport the effective resolution of any people issues on the team (performance, absence, etc)Other duties:Lead from the front and be on the phones when needed Act as an escalation point for the team to support more complex queriesWork to agreed targets that focus on both hitting targets and driving the right customer agent behavioursUse data and insights including preparing regular reports to help drive decision making and improve performanceSkills and experience we think you'll need to be successful in the role:Solid experience in a Customer Service Team Leader working with UK customers Solid experience managing and developing teams to be high performing and consistently meeting/exceeding targets Experience successfully coaching and mentoring more junior members of the team to improve skills, knowledge and performanceDeep experience proactively managing a wide range of employee issues in line with SA labour law requirements Strong emotional intelligenceHighly organised with strong problem solving skills and able to juggle multiple priorities effectivelyOutstanding communications skills (both written and verbal) Ability to produce accurate reports for senior management to support commercial decision making DE&I In our pursuit of fostering an inclusive and diverse workplace, we invite individuals from all backgrounds to join us in our mission. Together, let's create a culture where every voice is heard, every perspective is valued, and every person is empowered to thrive.
Please note if we are able to support visa sponsorship it will be highlighted in the requirements section of the job advert.
Working Patterns We are extremely proud of our culture and believe in the many benefits that being in the office provides - all our roles require regular time in our office in the central business district in Cape Town.
We do not offer fully remote roles but we support hybrid working wherever possible (3 days in office, 2 days from home). However, to meet the needs of our customers and business operations many of our Operational and Commercial roles are fully office based.
Our Values Are Own, Drive, Deliver: Own - Have fun, get it done Work hard, play harder
Satisfaction in results
Do the right thing
Drive - Progress Over Perfection Innovate and disrupt
Curious and adaptable
Work quick, learn quicker
Deliver - One Team Thinking Big Collaborate and communicate
Celebrate wins
Embrace challenges
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