Internal Opportunity | Hospitality Customer Service Programme

ABOUT THE ROLE

We are looking for a high-performing Aucera employee to step into a Team Leader role. The successful candidate will lead, coach and support a team of Customer Service Representatives while driving exceptional customer experience, quality and operational performance.

KEY RESPONSIBILITIES

• Lead, motivate and support a team of Customer Service Representatives.
• Drive performance against KPIs, productivity, quality and customer service targets.
• Coach agents through regular feedback and performance discussions.
• Assist with complex customer queries, complaints and escalations.
• Ensure consistent delivery of professional, customer-focused hospitality service.
• Monitor attendance, adherence, timekeeping and team performance.
• Identify performance gaps and implement appropriate corrective action.
• Ensure adherence to Aucera processes, quality standards and procedures.
• Promote accountability, professionalism and teamwork.
• Provide accurate performance updates and escalate operational concerns.
• Lead by example and demonstrate strong ownership and problem-solving.

MINIMUM REQUIREMENTS

Applicants must currently be employed on the Results CX programme.

• 6+ months on the Aucera programme
• No active warnings
• Excellent attendance and timekeeping
• Exemplary conduct over the past 6 months
• Team/people management or demonstrated leadership experience
• Excellent communication and customer service skills
• Strong analytical, problem-solving and decision-making skills
• Excellent attention to detail
• Ability to work under pressure and manage escalations
• Good understanding of the Aucera customer journey and operational environment

THE IDEAL CANDIDATE

Someone who leads by example, takes ownership, develops others and consistently demonstrates the professionalism and accountability required to lead a successful customer service team.

This opportunity is exclusively available to current Aucera employees.

APPLICATION DEADLINE

Monday, 17 August 2026 | 10:00 AM

Ready to take the next step? Step up. Lead. Make an impact.