Customer Services Team Lead (JHB)
Job Details
Closing Date: 28 November 2025.
Reference Number: SHO251121-2.
Job Type: Permanent.
Location: Rosebank, Johannesburg, Gauteng, South Africa.
Job Category: Customer Service.
Purpose of the Job
As the Shoprite Group continues to grow across both traditional retail and digital commerce platforms, the Customer Contact Centre (CCC) plays a crucial role in delivering exceptional customer experiences.
The Customer Services Team Lead is responsible for strengthening operational excellence within the CCC, particularly across the Customer Services Team. This role focuses on leading, motivating, and developing the team to consistently meet customer needs and deliver world-class service.
The Team Lead contributes to the creation of service standards, solutions, and scripts, ensuring that the customer experience remains central to all initiatives. Reporting to the Senior Manager: Contact Centre Operations, the role oversees Team Leads who ensure Customer Service Agents are empowered with the proper tools, training, and support to excel.
This position operates on a 40-hour work week, scheduled on any five days from Monday to Sunday—including public holidays—in line with labour requirements.
Job Objectives
1. Customer-Centric Delivery
Participate in shaping the CCC strategy, ensuring customer-centered service across the Shoprite Group.
Cultivate a strong customer-service culture driven by excellence.
Demonstrate leadership by personally engaging with customers to resolve escalations and model outstanding service behaviours.
Improve customer service operations by setting goals and collaborating across teams to deliver:
Compliance with operational standards and documentation
Removal of service barriers
Prevention of recurring customer issues
Manage workforce planning, forecasting, and resource scheduling for optimal efficiency.
2. People Leadership & Development
Align with Shoprite’s values and leadership principles.
Lead, inspire, and performance-manage the Customer Services Team to ensure excellent service delivery.
Support and develop Team Leads to help them effectively manage their teams.
Oversee the growth and development of team members, ensuring KPIs and standards are met.
Work with HR to ensure succession planning and build a strong talent pipeline.
Encourage an environment that supports innovation, agility, empowerment, and wellbeing.
Promote open communication to keep employees informed.
3. Financial, Reporting & BI
Contribute to budget planning and cost estimates.
Manage operational expenses where applicable.
Share insights and data that influence service delivery improvements and customer experience enhancements.
4. Governance & Compliance
Ensure the team adheres to company policies, regulations, and governance frameworks.
Support implementation of structures, processes, and policies.
Participate in identifying and managing operational risks.
5. Future-Focused Planning
Provide input for resource planning to ensure the team is properly structured, with the right skills and talent.
Suggest technology improvements that enhance customer experience.
Oversee integration and workflow between customer services and other departments.
Support continuous improvement, innovation, and efficiency across the Customer Services function.
Qualifications
A degree in Consumer Behaviour, Communications, Business, or a related field is beneficial.
Experience
Essential
Minimum 2 years in a customer service operations and team management role within a call centre or customer-facing environment.
Applicants without a degree will be considered if they have strong, proven experience in customer service leadership within a large call centre setup.
Preferred
Experience in FMCG, retail, or a similar industry.
Knowledge & Skills
Strong passion for working with people and delivering customer-focused solutions.
Understanding of call centre operations in an FMCG or retail environment.
Knowledge of customer interaction policies, laws, and regulations.
Ability to apply and monitor compliance within customer service operations.