Head of Department: Customer Service – Unifi | Bellville, Western Cape

March 2, 2026 admin Uncategorized 0

 

Location: Bellville (Tyger Valley), Western Cape
Job Type: Permanent
Closing Date: 20 March 2026
Industry: Financial Services / FinTech / Microfinance
Experience Level: Mid–Senior
Reference: HOD Customer Service – Bellville

About the Company

Unifi is a fast-growing finance and technology company operating across South Africa, Zambia, Uganda, Kenya, and Tanzania. The organisation delivers personal lending products through online, mobile, and branch-based platforms and is backed by experienced shareholders and a highly skilled board with deep expertise in entrepreneurship and lending.

Unifi’s South African operation functions exclusively online and manages high-volume loan applications and collections through a 24/7 contact centre based in Tyger Valley, Bellville, supported by centralised group services from Stellenbosch.

Position Overview

Unifi is seeking an experienced Head of Department (Customer Service) to lead and optimise its 24/7 call centre customer experience function. This senior leadership role is responsible for delivering exceptional customer service, efficient query resolution, and consistently high service standards within a regulated microfinance and financial services environment.

The role plays a critical part in supporting business growth, regulatory compliance, arrears performance, customer retention, and brand reputation, while driving continuous improvement across people, processes, and technology.

Key Responsibilities

Leadership & People Management

  • Lead, coach, and develop Team Leaders and Customer Service Agents
  • Set KPIs, conduct performance reviews, and manage performance improvement plans
  • Ensure adequate staffing levels to meet operational demands
  • Foster a culture of accountability, professionalism, and customer-centric behaviour
  • Manage conflict resolution and employee relations

Call Centre Operations & Customer Experience

  • Oversee daily call centre operations to meet service levels, turnaround times, and quality targets
  • Manage inbound enquiries, complaints handling, loan queries, collections support, and after-sales services
  • Ensure escalated customer issues are resolved timeously and professionally
  • Monitor call volumes, productivity, and workforce efficiency
  • Support arrears performance through effective customer engagement

Process Improvement, Reporting & Compliance

  • Analyse call centre data to identify trends, root causes, and improvement opportunities
  • Implement initiatives to reduce repeat calls and improve First Call Resolution (FCR)
  • Produce daily, weekly, and monthly operational reports (SLA performance, QA scores, CSAT, workforce metrics)
  • Track complaints categories, compliance breaches, and unresolved cases
  • Manage operational risk related to customer service and call handling
  • Escalate system issues and drive resolution with technical and systems teams

Stakeholder Collaboration

  • Work closely with Marketing to ensure consistent customer messaging
  • Collaborate with credit, collections, IT, HR, and finance shared services
  • Support business strategy through customer insights and service optimisation

Minimum Requirements

  • Grade 12 (Matric) – Essential
  • Diploma or Degree in a related field – Advantageous
  • Minimum 5–7 years’ call centre experience, with at least 3 years in a senior leadership / HOD role
  • Experience in microfinance, banking, lending, or financial services – Advantageous
  • Experience managing 24/7 call centre operations – Advantageous
  • Strong people leadership, coaching, and performance management skills
  • Excellent verbal and written communication skills
  • Strong analytical, organisational, and reporting capability

Core Competencies

  • Customer experience leadership
  • Operational excellence and service delivery management
  • Data-driven decision-making
  • Risk and compliance awareness
  • Resilience and adaptability
  • High energy, accountability, and attention to detail
  • Hands-on, present, and solution-oriented leadership style

Why Join Unifi?

  • Senior leadership role within a rapidly growing FinTech and microfinance organisation
  • Opportunity to shape and lead large-scale customer service operations
  • Exposure to multi-country financial services environments
  • Strong culture of innovation, accountability, and continuous improvement
  • Collaborative, entrepreneurial, and people-focused workplace

POPIA Compliance

By applying for this role, you consent to Unifi processing your personal information for recruitment purposes in accordance with the Protection of Personal Information Act (POPIA).

How to Apply

Interested candidates should apply via the official Unifi careers platform before 20 March 2026.

APPLY HERE

If you do not receive feedback within a reasonable period after the closing date, please consider your application unsuccessful.

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