Team Leader

Team Leader

Job Location: Cape Town

Job Type: Permanent

Remuneration: Competitive salary taking into account skills, experience and qualifications

As a Team Manager in the claims contact centre, you will be responsible for leading a team of frontline agents handling calls from customers reporting insurance claims related to the home. Your role is to ensure the team delivers exceptional customer service, meets performance targets, and operates in line with regulatory and quality standards. You will provide coaching, support, and leadership to drive continuous improvement and maintain a high-performing, customer-focused environment.

• November to March: SA shifts 10:00-19:00 (UK time 08:00-17:00)
• April to October: SA shifts 09:00-18:00 (UK time 08:00-17:00)

There may be occasions where duties will need to be performed outside of standard business hours to ensure continuity of service and support and deliver in line with business needs. You will know your shift patterns at least 6 weeks in advance.

• Lead, coach, and develop a team of call centre agents to deliver outstanding service to policyholders during home emergencies.
• Monitor team performance against KPIs including call handling time, customer satisfaction, quality assurance, and adherence to Service Level Agreements (SLAs).
• Conduct regular 1:1s, performance reviews, and team meetings to support development and engagement.
• Manage real-time call centre operations, including resource adherence, performance and productivity management and escalation handling.
• Ensure all actions comply with relevant Financial Regulations, POPIA (GDPR UK Equivalent), and internal quality standards.
• Handle complex or escalated customer complaints with professionalism and empathy.
• Collaborate with internal departments and external contractors to ensure seamless service delivery.
• Identify training needs and support the delivery of coaching and development plans.
• Contribute to operational improvements and service innovation initiatives.
• Drive cost-effective operations and manage team performance against financial KPIs
• Lead the delivery of high-quality customer service and efficient claims handling.
• Ensure compliance with policies and maintain robust operational controls.

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Resilience and calmness under pressure, especially in emergency situations.
• Analytical thinking and problem-solving capability.
• Customer-centric mindset with a focus on quality and empathy.
• Proficiency in contact centre systems and reporting tools desirable.
• Knowledge of claims insurance processes and regulatory requirements (desirable).
• The ability to work on your own initiative and take ownership of your own caseload of claims at the same time as working together as a team.
• The ability to develop and maintain a close working relationship with our customers, to promote customer satisfaction during all stages of the claim.
• Ability to demonstrate understanding and empathy throughout.

If you possess the skills and competencies we're seeking, we encourage you to apply. Full Sedgwick-specific training will be provided to support your success and development in the role.

• Competitive salary taking into account skills, experience and qualifications
• A Self Invested Personal Pension Scheme, including life & disability cover
• Holiday allowance of 25 days plus bank holidays
• Flexible working from our office or your home

• Private healthcare plan (including pre-existing conditions)

• Structured programmes with clear timescales & transparent career pathways
• Fully supported professional qualifications with rewards

As part of our commitment to you, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation. Sedgwick is an Equal Opportunity Employer. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.