Team Leader - Nutun

Role: Team Leader (Customer Service /Technical Support / Retentions and Billing)
Location: Kingsmead
Times: Full-Time (45 hours per week)
Shifts: Monday to Sunday (8am 8pm) on a rotational basis, including weekends and bank holidays

Job Summary
We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Job Purpose:
As a Team Leader, you will play a key role in leading and motivating a team of Customer Service Executives to deliver exceptional service and support. You will drive performance, coach your team for success, and ensure that every customer interaction reflects Nutun values of empathy, integrity, and excellence.

Key Responsibilities
Team Leadership & Performance

• Lead, coach, and inspire a team of Customer Service specialists to achieve KPIs, SLAs, and quality targets.
• Monitor individual and team performance, providing regular feedback and development plans.
• Conduct performance reviews, coaching sessions, and team meetings to maintain engagement and continuous improvement.
• Foster a positive, customer-centric culture aligned with Nutun mission and values.

Operational Excellence

• Oversee daily operations to ensure smooth and efficient workflow within the team.
• Manage escalated customer issues, providing timely and effective resolutions.
• Collaborate with other departments (Technical Support, Retentions and Billing, Installation, Customer Service Management and Sales Support etc.) to ensure cross-functional alignment in resolving customer queries.
• Analyse team performance data to identify trends, improvement opportunities, and training needs.

Customer Experience Management

• Ensure all customer interactions (Telephonic, email, live chat, and social media), reflect professionalism, empathy, and accuracy.
• Support the team in handling inquiries, resolving issues, and processing billing or installation requests.
• Promote first-contact resolution and proactive problem-solving.
• Maintain high standards of documentation and CRM accuracy.

People Development & Support

• Identify individual and team development needs; recommend and facilitate training sessions.
• Encourage collaboration, engagement, and accountability within the team.
• Support onboarding of new team members, ensuring a smooth transition and consistent service quality.

Key Requirements

• Minimum 23 years experience in a Team Leader role within a customer service and contact centre environment.
• Proven track record of leading teams to achieve performance and quality goals.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to understand and support technical troubleshooting and customer billing processes.
• Strong organisational skills with the ability to manage multiple priorities.
• High attention to detail and commitment to delivering outstanding service.
• Adaptability to changing systems, processes, and business needs.

Only candidates that meets the above requirement will be shortlisted and receive an invite to an interview. We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within a week from the closing date, please consider your application unsuccessful.

Durban

Published Date: 15 January 2026
Closing Date: 31 January 2026