Customer Service Team Lead

Job Purpose

The Customer Service Team Lead will be responsible for overseeing the daily operations of the client service department, driving team productivity, minimizing client service delivery gaps, and ensuring excellent relationship management with policyholders and corporate clients. This role serves as a critical link between frontline staff and management to maintain operational continuity.

Key Responsibilities & Duties

1. Team Leadership & Supervision: Manage, coach, and mentor a team of customer service representatives to meet and exceed service level agreements (SLAs).

2. Process Mapping & Alignment: Continuously review and map frontline client workflows to eliminate operational bottlenecks and improve client satisfaction.

3. Escalation Management: Act as the primary point of contact for complex customer complaints, claims inquiries, and policy disputes, ensuring swift and fair resolution.

4. Performance Management: Establish, track, and report on key performance indicators (KPIs) for the customer service team.

5. Quality Assurance: Conduct regular audits of communication channels (calls, emails, chats) to ensure compliance with company policies, service standards, and Kenya labor practices where applicable.

6. Training & Onboarding: Collaborate with HR to identify training gaps and facilitate the seamless onboarding of new customer service talent.

Desirable Skills & Qualification

• Bachelor’s degree in Business Administration, Communication, Marketing, or a related field.

• Professional training or certifications in Customer Service, Communication or Insurance is an added advantage

• Minimum of 3–5 years of experience in a customer service environment, with at least 1–2 years in a supervisory or team lead role, preferably within the insurance or financial services sector.

• Outstanding verbal and written communication, conflict resolution, emotional intelligence, data-driven decision-making, and proficiency in CRM software.