Team Manager: Customer Care

Location: Woodstock, Cape Town

Reporting To: Operations Manager

Are you ready to step up, lead a high-performing team, and drive real results?

We’re looking for a values-driven, performance-focused Team Manager to join the Cape town branch. This is your opportunity to grow your leadership career at Nimble and make a lasting impact - not only on the business, but on the people you lead.

If you’re passionate about coaching, thrive in a fast-paced customer service environment, and believe in the power of teamwork, this could be your next move.

Why Consider This Move?

💼 Growth That Matters: We’re serious about internal development. If you’ve got the passion and potential, we’ll support your path forward.

🏆 Performance-Based Rewards: Base salary plus commission linked to your team’s performance. Your leadership directly contributes to your earning potential.

🤝 A Culture That Cares: Our values aren’t just words on the wall. We back each other, celebrate success, and learn from every challenge.

To lead and manage a team of Customer Service Agents, driving performance across collections, productivity, and compliance, while supporting the personal growth and engagement of each team member.

Job Purpose:

Key Responsibilities:

Under the direction of the Operations Manager, your responsibilities will include (but not be limited to):

• Manage and coach Customer Care Consultants
• Ensure Customer Care Consultants and department achieves set targets (Collections, Productivity and Administrative)
• Incoming telephonic call, digital and ticket audits
• Management of ticketing system/ assigning tickets
• Ensure compliance to department and client processes- One touch resolutions
• Ensuring that SLA is above 80% and abandon rate <3%
• Deal with escalations or issues as they arise from clients/customers, be that external or internal
• Reporting
• Attend to ad hoc requests regarding the Customer Care department
• Manage staff work allocation schedule including planned and unplanned absences
• Ensure full understanding of business and legislative requirement and that team is adhering to these accordingly
• Monitor, measure and motivate the respective teams
• Ensure that your team’s targets and service benchmarks are communicated and achieved
• Develop and maintain positive working relationship with other colleagues, subordinates and management
• Ensure constant monitoring and measuring where issues are raised and these are resolved timeously through appropriate escalation processes

Minimum Requirements:

• At least 2 years in a Team Management role

• Customer Service experience is highly advantageous

• Intermediate proficiency in:




• MS Word


• MS Excel


• MS Outlook

• Credit and Criminal clear

Key Competencies:

✔️Target and performance driver

✔️Strong people orientation

o Mentoring/coaching
o Outstanding communication and interpersonal abilities
o Motivational approach
o Able to deal with conflict
o Ability to listen and actively provide feedback
o Instill and maintain discipline

✔️Strong customer orientation (TCF approach)

✔️Able to liaise with client representatives professionally

✔️Proactive team player

✔️Attention to detail

✔️Excellent organisational and planning skills

✔️Willing to learn

✔️Strong administrative discipline

✔️ Ability to think on your feet and use initiative

Remuneration & Benefits:

• Competitive basic salary


• Commission earning potential


• Employer-funded benefits:




• Funeral Cover


• Life Cover


• Disability Cover


• Medical Cover (after probation)

Working Hours:

• Monday – Friday:
  • Up to 9 hours/day (if not working Saturday)
  • Up to 8 hours/day (if working Saturday)
  • Shifted between 07:00 – 20:30
• Saturdays:
  • Max 2 per month
  • Shifted between 08:00 – 14:00

This internal opportunity is open in line with the Nimble Group Employment Equity Plan