What the job is

This is a full-time position for the Head of Sales and Services at Pepkor Payments & Lending, based in Cape Town. The role involves leading the customer experience team while ensuring the company meets its business goals, follows regulations, and maintains high service standards. You will work in a call centre environment, focusing on improving sales, service quality, and operational efficiency.

What you will do

You will design and implement a sales and services strategy that aligns with the company’s goals, ensuring targets for sales, customer satisfaction, and response times are met. You will manage customer service across all channels, including voice, email, WhatsApp, and social media, and resolve escalated issues. You will also oversee outbound sales, claims processing, and performance improvements using automation, AI, and digital tools. Additionally, you will lead projects to optimize operations, manage budgets, and ensure compliance with laws like POPIA and NCA. You will build a high-performance team culture, coach staff, and collaborate with other departments to improve service delivery.

What you need

You need a Matric certificate and a Diploma or Degree in Business Management or a related field. You must have 8 to 10 years of experience in managing a contact centre, with at least 5 years in a leadership role. Experience in financial services, retail credit, or insurance is required, along with knowledge of multi-channel SLA management, customer experience, and outbound sales. Strong leadership, analytical, and communication skills are essential, as well as familiarity with contact centre technology and relevant laws.

What you will get

This is a permanent, full-time position offering the opportunity to lead a dynamic team in a growing company. The role provides a chance to shape customer service and sales strategies while working in a collaborative and innovative environment.