Member Services Team Leader
Port Shepstone – KwaZulu Natal – South Africa
The Member Services Team Leader is responsible for leading a high-performing team to deliver exceptional service across all member touchpoints, across multiple customer communication channels and product lines. This role ensures excellence in customer service, productivity, administration and SLA compliance, while supporting strategic objectives, and continuously enhancing the member experience.
Key Performance Areas:
- Lead daily operations to achieve KPA’s, KPI’s, productivity targets and SLA benchmarks
- Coach, develop and performance-manage consultants to build a high-accountability, high-performance culture.
- Ensure exceptional, solution-driven service delivery across all member touchpoints.
- Promote member retention through empathetic handling of queries and proactive resolution.
- Manage and resolve escalated complaints, including rental disputes and complex service matters.
- Oversee and coordinate queries relating to VOASA, CGSO and other relevant industry or regulatory bodies.
- Oversee legal-related matters in collaboration with the appointed Legal Advisor, ensuring compliance and risk mitigation.
- Generate, analyse and interpret operational and statistical reports to inform decision-making.
- Act as UAT Superuser and drive continuous improvement of systems, processes and workflows.
- Collaborate cross-functionally to align service delivery with business strategy and member needs.
- Perform additional duties and provide general support as needed.
Key Competencies & Personal Attributes:
- Matric essential
- Leisure industry knowledge is preferable.
- Flexible working hours and overtime if and when required.
- Customer Services and Call Centre experience.
- Working knowledge of social media and online booking channels is preferable.
- Excellent verbal and written communication skills
- Ability to deal with members in a professional and courteous manner.
- Above average computer literacy
- Ability to work under pressure.
- Ability to work independently, and as part of a team.
Only shortlisted candidates will be contacted.
South Africa’s leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.
Ref # 14/03