Front Line Manager - Customer Care - Voice

We are inviting applications for the role of Auto Finance Senior Agent Customer Service -Management Trainee- English on site Johannesburg Reports to: Team Leader / Assistant Manager.

Job Description

Responsibilities:

Handle complex FCA-regulated cases and act as a Subject Matter Expert (SME) within the team. Provide guidance and support to junior agents and ensure UK customers receive accurate fair and compliant outcomes via voice and email channels. Manage complex and escalated customer cases applying judgment and making FCA-compliant decisions. Act as SME for processes, FCA rules and redress procedures, providing guidance to other agents when required. Support and coach junior agents, reviewing cases and helping with problem resolution. Maintain accurate and complete records in Salesforce CRM for calls, emails, and case notes. Escalate only high-risk or unresolved issues to Team Leaders / Assistant Managers. Participate in ...