Team Manager: Customer Care

Location: Woodstock, Cape Town

Reporting To: Operations Manager

Are you ready to step up, lead a high-performing team, and drive real results?

Were looking for a values-driven, performance-focused Team Manager to join the Cape town branch. This is your opportunity to grow your leadership career at Nimble and make a lasting impact - not only on the business, but on the people you lead.

If youre passionate about coaching, thrive in a fast-paced customer service environment, and believe in the power of teamwork, this could be your next move.

Why Consider This Move?

Growth That Matters: Were serious about internal development. If youve got the passion and potential, well support your path forward.

Performance-Based Rewards: Base salary plus commission linked to your teams performance. Your leadership directly contributes to your earning potential.

A Culture That Cares: Our values arent just words on the wall. We back each other, celebrate success, and learn from every challenge.

To lead and manage a team of Customer Service Agents, driving performance across collections, productivity, and compliance, while supporting the personal growth and engagement of each team member.

Job Purpose

Key Responsibilities:

Under the direction of the Operations Manager, your responsibilities will include (but not be limited to):

Manage and coach Customer Care Consultants

Ensure Customer Care Consultants and department achieves set targets (Collections, Productivity and Administrative)

Incoming telephonic call, digital and ticket audits

Management of ticketing system/ assigning tickets

Ensure compliance to department and client processes- One touch resolutions

Ensuring that SLA is above 80% and abandon rate

Deal with escalations or issues as they arise from clients/customers, be that external or internal

Reporting

Attend to ad hoc requests regarding the Customer Care department

Manage staff work allocation schedule including planned and unplanned absences

Ensure full understanding of business and legislative requirement and that team is adhering to these accordingly

Monitor, measure and motivate the respective teams

Ensure that your teams targets and service benchmarks are communicated and achieved

Develop and maintain positive working relationship with other colleagues, subordinates and management

Ensure constant monitoring and measuring where issues are raised and these are resolved timeously through appropriate escalation processes

Minimum Requirements

• At least 2 years in a Team Management role
• Customer Service experience is highly advantageous
• Intermediate proficiency in:
• MS Word
• MS Excel
• MS Outlook
• Credit and Criminal clear
Key Competencies

Target and performance driver

Strong people orientation
• Mentoring/coaching
• Outstanding communication and interpersonal abilities
• Motivational approach
• Able to deal with conflict
• Ability to listen and actively provide feedback
• Instill and maintain discipline
Strong customer orientation (TCF approach)

Able to liaise with client representatives professionally

Proactive team player

Attention to detail

Excellent organisational and planning skills

Willing to learn

Strong administrative discipline

Ability to think on your feet and use initiative

Remuneration & Benefits
• Competitive basic salary
• Commission earning potential
• Employer-funded benefits:
• Funeral Cover
• Life Cover
• Disability Cover
• Medical Cover (after probation)
Working Hours
• Monday Friday:
• Up to 9 hours/day (if not working Saturday)
• Up to 8 hours/day (if working Saturday)
• Shifted between 07:00 20:30

• Saturdays:
• Max 2 per month
• Shifted between 08:00 14:00

This internal opportunity is open in line with the Nimble Group Employment Equity Plan