Role: Customer Service Team Lead

Job Type: Full Time (On Site)

Location: Stellenbosch, Western Cape, 7600

Company Overview

Setanta College/Setanta Institute is a globally recognised leader in higher education specialising in human performance and sports science. Setanta operates across multiple international locations including in Ireland, the UK, USA, Italy, South Africa, and India while also offering flexible online programmes. The programmes, led by experienced industry practitioners, cater to a diverse range of students, from athletes to fitness enthusiasts and coaches, seeking specialised knowledge in strength and conditioning, sports performance, and wellness.

Department Overview

The operations department is responsible for ensuring every Setanta student has a smooth, supported journey from enrolment through to graduation. Within the Operations Department, the Student Services team acts as the first point of contact for students, providing responsive, friendly, and efficient support across academic administration, technical queries, and general student wellbeing. The team is central to Setanta’s commitment to delivering an exceptional student experience across all our online programmes.

Position Summary:

The Customer Service Team Lead will report to the Operations Manager and will be responsible for providing outstanding support to current and prospective students within the Operations department. This position requires a highly motivated, empathetic, and detail-oriented individual with excellent communication and problem-solving skills. The Customer Service Team Lead will lead the student support function, ensuring students remain engaged and supported throughout their academic journey. Through proactive outreach, early intervention, and effective management of escalations, the role will help drive student retention, enhance the overall student experience, and enhance the overall student experience across all stages of their programme.

Primary Responsibilities:

• Team Leadership & Oversight

The Customer Service Team Lead will oversee the day-to-day operations of the Student Services team, providing guidance, support, and coaching to ensure consistently high standards of service delivery. This includes monitoring team workload and performance against service targets, coordinating cover for queries and case escalations, and acting as the primary point of contact for the team on day-to-day operational matters. They will identify training and development needs within the team, support onboarding of new team members, and drive continuous improvement in how the team operates and supports students.

• Student Query Resolution

The Customer Service Associate will respond to inbound queries from students via phone, email, and live chat, addressing questions related to enrolment, coursework, fees, and general programme information. They will listen carefully to each student’s needs, offering clear, accurate, and empathetic guidance that reflects Setanta’s values.

Managing a busy inbox and call queue, they will balance multiple communication channels to maintain a consistent and responsive service standard. The role includes meticulous case administration, ensuring accurate record-keeping and timely follow-up within the CRM system. With a clear focus on service levels, the Customer Service Advisor will strive to exceed student satisfaction targets while delivering a high-quality experience for every student.

• Case Management & Escalation

The Customer Service Advisor will collaborate with the Student Services Manager and wider Operations team to resolve more complex student cases, escalating issues appropriately when needed. They will contribute to improving service processes by providing input on recurring issues, student feedback, and trends. Active participation in team meetings, sharing insights and updates, and contributing to the overall student experience strategy will be expected.

• Systems & Reporting

Accurate record-keeping of student interactions, case notes, and query outcomes will be maintained by the Customer Service Advisor using CRM software or designated tools. They will prepare regular service updates and reports for review by the Student Services Manager. Through analysis of query trends and student feedback, the Customer Service Advisor will contribute to enhancing the overall student experience.

Desired:

• Degree/ Certification in a related field, or equivalent relevant experience.
• 3 - 5 Years experience leading or supervising a team, ideally in a customer service or student support environment.

Abilities/Skills/Knowledge:

• Strong leadership skills with the ability to effectively manage, motivate, delegate to, and support team members while creating a collaborative and high-performing environment.
• Ability to coach, mentor, and professionally develop team members through guidance, training, and constructive feedback.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to manage student relationships, address escalated issues, and deliver a high standard of customer service.
• Proactive and organised approach to work, with the ability to monitor student engagement, identify support needs, and implement interventions that promote student success and retention.
• Exceptional written and verbal communication skills
• Previous experience in customer service, call centre, or student/client support role is advantageous.
• Excellent computer skills, including experience with CRM systems, and the ability to multitask.
• Maintain a positive attitude, patience, and a strong focus on customer satisfaction in a fast-paced environment.

Personal and Company Value Alignment:

• Excellence.
• Togetherness.
• Improvement.

Application:

• All appointments are subject to passing referencing and vetting (if applicable to role) and providing proof of eligibility to work (upon being invited to interview).
• This job description is a guide to the work of the successful incumbent will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the job description will be reviewed regularly by the incumbent and their manager.
• Please note that if you have not received feedback regarding your application after 4 weeks from submission, consider the application as unsuccessful.

Job Types: Full-time, Permanent

Work Location: In person