Team Leader – Medical Scheme – East London

The Team Leader will report directly to the Regional Manager: East London and forms part of the Client Liaison Office Division. The position is based in East London.

Key Performance Areas (KPAs):
? Monitor and manage Client Liaisons Officer’s (CLO) daily activities
? Ensure continuous improvement in the quality of work rendered by the CLOs
? Monitor the telephone accounts of the team to ensure prudent utilisation of telephone resources
? Develop communication correspondence to stakeholders to improve service delivery
? Quality and process management to ensure efficiencies in servicing members, responding to their queries
? Maintain positive Scheme member and stakeholder relations
? Compilation of reports in line with scheme requirements
? Set performance targets, plans and goals for the Client Liaison Officers against the operational plan
? Monitor the quality of servicing, identify training gaps and recommend interventions to the manager

Qualification requirements are:
? Relevant / Minimum NQF 5 National Diploma / Certificate
? 3-4 year’s experience
? Prior team leader experience would be beneficial
? Experience in sales, business development, client service or customer relationship management
? Previous experience at Medical Scheme or Healthcare Industry would be an advantage
? Be analytical and have the ability to manage priorities
? Have the ability to work well as part of a team
? Have excellent written and verbal communication and interpersonal skills
? High level of customer focus
? Have the ability to deliver under pressure