Job Details

Division The Unlimited International

Minimum experience Mid-Senior

Company primary industry Telecommunications

Job functional area Customer Service

Job Description

PURPOSE OF THE ROLE

The Junior Manager is a hands-on operational leader who thrives in a fast-paced, high-performance environment. You will be responsible for leading, coaching, and driving results across a specialist non-voice Customer Care team, delivering support via chat, email, and digital platforms.

This role is accountable for people leadership, performance delivery, and compliance, ensuring KPIs and service standards are consistently met or exceeded. This is not a passive, “monitor and report” role — we are looking for leaders who own delivery, lead from the front, and drive daily execution through their teams.

CONTEXT OF THE ROLE

Performance & Delivery

Own and deliver your team’s daily and weekly KPIs, including (but not limited to):
accuracy, productivity, SLA adherence, compliance, risk handling, and ticket resolution.
Actively monitor live dashboards and operational queues, intervening swiftly to course-correct performance.
Translate operational strategy into clear, actionable expectations for agents.
Ensure all outputs are accurate, compliant, and aligned to documented processes and client standards.
Drive a strong performance rhythm through structured routines and follow-up.

People Leadership

Lead, coach, and develop a team of 15–30 Customer Care Specialists.
Run daily huddles, performance check-ins, and engagement sessions to maintain focus, energy, and accountability.
Conduct regular 1:1 coaching sessions, providing clear, actionable feedback.
Manage performance effectively, including improvement plans where required.
Build a high-performance, people-positive culture that balances results with wellbeing and responsible service delivery.

Operational Excellence & Compliance

Ensure strict adherence to compliance, data protection and operational protocols.
Partner with Quality Assurance, Training, and Risk teams to identify gaps and implement targeted coaching actions.
Monitor and manage attendance, schedule adherence, and workforce discipline.
Proactively identify operational risks and escalate where necessary.
Produce clear, accurate daily performance reporting for the Campaign.

Client & Business Alignment

Translate UK client expectations into clear behaviours, standards, and measurable outcomes.
Prepare insights, risks, and action plans for internal and client-facing performance reviews.
Support the implementation of client updates, process changes, and service enhancements.
Continuously identify opportunities for process improvement, efficiency, and service optimisation.

Apply

Directly from you,	provident fund administrators,
employment / recruitment agencies,	Tax authorities,
your employer if you’re a secondee,
references you provide us,	Registered Professional Bodies, and
security / background clearance providers,	Credit bureaus.
Social media verification providers,	occupational health and other health providers
Law enforcement,

Version	Date	Revision Author	Summary of Changes
1.00	August 2021	Tamina	-
2.00	August 2024	M Brooks	Included reference to The Unlimited International. Appendices added. More detail added to types of personal data and processing. Clarified legal basis.

“Automated decisions”	refer to decisions made by electronic means without human intervention, based on personal information processed solely by automated means. These decisions involve the evaluation of certain aspects relating to a person, such as their performance at work, creditworthiness, reliability, conduct, or other similar characteristics
“Data Subject”	A Data Subject is an individual whose personal information is being collected, processed, or stored. In this Privacy Notice, Data Subjects are those persons described in paragraph 2 (Application) of this Privacy Notice.
“Responsible Party”	A Responsible Party is the entity responsible for determining the purposes and means of processing your personal information. This is generally us.
“POPIA”	Protection of Personal Information Act 4 of 2013, as amended from time to time.
“personal information”	any information that relates to an identifiable individual, often referred to as a Data Subject. Personal information includes but is not limited to those types described in Appendix 2 of this Notice, and any other information specific to an individual.
“Processor”	an entity or organization that processes personal information on behalf of the Responsible Party. Also referred to as ‘operators’ in POPIA. Processors are typically engaged by the Responsible Party to perform specific data processing activities, and they are required to adhere to data protection obligations and security measures.
“Regulator”	the Information Regulator of South Africa	Website: Inforegulator.org.za Contact: [email protected]
“The Unlimited”, “we”, “us”, or “our”	The Unlimited Group (Pty) Ltd and/or The Unlimited International (Pty) Ltd.

Your employment	name, address, telephone numbers (landline and mobile) and personal email address. date of birth, gender (or voluntarily disclosed non-binary status), ethnicity, Identity Number or passport number. applicant photographs and videos. additional information you have made public on your social media profiles. a copy of your Identity Document and driver’s license. emergency contacts. employment and education history (qualifications, CV, employment references), country of residence, visa’s (if applicable	credit check (including details of your credit history); details of any criminal convictions, including those obtained through mandatory criminal checks (e.g., MIE verification checks). interview notes; Location of employment and willingness to relocate; details of any secondary employment declared. offers and acceptances of employment. policy acknowledgements or sign-off documents.
Purpose(s)	Contractual Obligations: To fulfil our contractual obligations to you, including ensuring that you have access to the necessary systems and services required for your role. Human Resource Management: To manage all aspects of your employment, including recruitment, placement, performance management, and career development. Regulatory Compliance: To comply with legal and regulatory requirements, such as those related to employment equity, transformation laws, and workplace health and safety. Creditworthiness: To assess your suitability for positions that require trust and honesty and involve handling cash or financial responsibilities, in compliance with the National Credit Act Regulations. Credit checks will only be conducted for relevant roles. Inclusion and Support: To ensure that we provide a supportive and inclusive work environment. Information on non-binary status or other gender identities, if voluntarily disclosed, will be used strictly to ensure appropriate recognition and support within the workplace, including respecting preferred pronouns, facilitating access to gender-appropriate facilities, and ensuring that workplace policies are inclusive and non-discriminatory. Risk Management: To ensure a secure and reliable work environment by verifying your qualifications, employment history, and legal standing through background checks.
If you don’t provide this information	Impact on Employment: This information is mandatory. If you fail to provide it, we may be unable to hire you or continue with your employment. Contractual and Legal Compliance: Failure to provide this information may prevent us from fulfilling our contractual obligations to you or complying with our statutory duties as an employer. Inclusion and Equity Considerations: While disclosure of non-binary status or other gender identities is voluntary, not providing this information may limit our ability to offer tailored support to you or ensure your full inclusivity in the workplace. Risk of Disqualification: In some cases, particularly for roles involving financial responsibilities, not providing information such as credit checks or criminal background checks could disqualify you from consideration for the role. Potential Disciplinary Action: If you are already employed and fail to provide updated information as required, this could lead to disciplinary action in accordance with company policies.
Your salary, leave administration. payroll and garnishee orders.	job role and employment contract, including start and leave dates, salary, any changes to your employment contract, working patterns (e.g., any requests for flexible working). Working hours and any overtime, expenses and other payments claimed, including details of any loans, entertainment or travel expenses.	bank account details, payroll records and SARS tax numbers and status information, to process any salary deductions and court orders regarding payments of debts details of any leave including sick leave, annual leave, family responsibility leave, and special leave, etc. details relating to maternity, paternity, shared parental and adoptive parental leave and pay. Including forms applying for the relevant leave, copies of forms/matching certificates and any other relevant documentation relating to the nature of the leave you will be taking.
Purpose(s)	Salary Processing: To ensure accurate and timely payment of your salary and other employment-related benefits, including processing deductions as required by law (e.g., tax, garnishee orders). Leave Management: To administer and manage your statutory and contractual leave entitlements, such as sick leave, annual leave, maternity/paternity leave, and other special leaves. Contractual Obligations: To fulfil our contractual obligations to you as outlined in your employment contract, including managing any changes to your contract or working conditions. Compliance with Legal Requirements: To comply with statutory obligations, including tax regulations, workplace health and safety laws, and court orders, such as garnishee orders for debt payments. Financial and Expense Management: To process and reimburse any expenses you claim in the course of your employment, including loans, entertainment, and travel expenses, ensuring proper financial management and compliance with company policies.
If you don’t provide this information	Impact on Salary and Benefits: This information is mandatory. If you fail to provide it, we may be unable to process your salary payments, reimburse expenses, or provide you with the employment benefits you are entitled to. Leave Entitlement Issues: Failure to provide the necessary information may result in an inability to approve or manage your leave, which could impact your employment benefits and entitlements. Legal and Compliance Risks: Not providing this information could result in non-compliance with statutory obligations, such as tax payments or court orders, which could lead to legal consequences for both you and the company. Risk of Employment Termination: In certain cases, such as failure to comply with legal obligations (e.g., providing accurate tax information), it could lead to disciplinary action or termination of employment, as per company policy.
Your performance & training	Information relating to your performance at work, including personality profile, psychometric or cognitive assessments, and reviews for assessing probations and promotions). grievances, harassment, safety and dignity at work related matters and investigations to which you may be a party or witness.	disciplinary records and evidence related to any investigations, hearings, warnings, and sanctions. information related to your training history and development needs.
Purpose(s)	To assess your performance, to conduct pay and grading reviews and to deal with any employer / employee related disputes. We also use it to meet the training and development needs for your role.
If you don’t provide this information	Incomplete Performance Evaluations: Without this information, we may be unable to fully assess your job performance, which could affect your eligibility for promotions, raises, or other career advancement opportunities. Limited Training Opportunities: Failure to provide accurate training history and development needs may result in missed opportunities for skill enhancement, which could impact your ability to perform effectively in your role. Impaired Dispute Resolution: If you do not provide information related to grievances or disciplinary matters, it may hinder our ability to investigate and resolve issues, potentially leading to unfair outcomes or unresolved conflicts. Risk of Negative Inferences: If critical information is missing, we may need to draw inferences based on the available data, which could negatively impact your performance reviews or disciplinary outcomes, as permitted by law.
Monitoring and Access Control	about your access and use of our IT systems, equipment and networks. Monitoring (e.g., official work mailboxes, Microsoft Teams file sharing and chat history, correspondence, passwords, and record-keeping systems).	CCTV footage and images. Facial images or fingerprints used for access control to secure areas
Purpose(s)	IT Usage Compliance: To ensure that all employees comply with our IT acceptable use policies, including proper and secure use of company systems, equipment, and networks. Security and Access Control: To manage and secure access to company premises and assets, ensuring that only authorized personnel have access to certain areas and information. Investigation and Detection: To detect and investigate any abuse or misuse of company assets, including IT systems and physical property. Protection of Company Assets: To protect against damage or loss to stock, property, or persons on the premises, and to ensure a safe and secure working environment for all employees.
If you don’t provide this information or object to it being collected	We may need to restrict or limit your ability to access certain areas of the premises or your use of certain assets. We may offer alternatives to you, but this will be subject to our operational requirements and risk tolerance.
Your health and well-being	Health and wellbeing information voluntarily declared by you that may affect your work including, allergies, dietary requirements, occupational health reports, sick leave forms, or health management questionnaires (e.g., Fitness for Work from your GP or hospital). Accident or incident records if you have an accident or incident at work.	Details of any desk audits, access needs or reasonable adjustments. Information you have voluntarily provided about mental health, disability status, and gender identification and may be extended to include other protected characteristics. Where required by legislation, any notifiable medical conditions which may pose a significant threat to public health and the safety of other employees.
Purposes	Compliance with Health and Safety Regulations: To fulfil our legal obligations under workplace health and safety regulations. This ensures that we maintain a safe working environment and that any necessary accommodations are made to protect your health and well-being. Supporting Employee Well-being: To support your health and well-being at work by making reasonable adjustments or accommodations, such as providing ergonomic equipment or adjusting workspaces based on your health needs. Incident and Risk Management: To document and manage any workplace accidents or incidents, ensuring that appropriate measures are taken to prevent future occurrences and to comply with legal reporting requirements. Equity, Diversity, and Inclusion Compliance: To process information related to gender, disability status, and other protected characteristics in order to comply with legal requirements and regulations aimed at promoting equity, diversity, and inclusion in the workplace. Public Health and Safety: To comply with legal obligations related to notifiable medical conditions that may affect public health, ensuring that appropriate precautions are taken to protect all employees.
If you don’t provide this information	Impact on Health and Safety: If you fail to provide us with mandatory health-related information, we may be unable to make necessary accommodations or adjustments, potentially compromising your health and safety, as well as that of your colleagues. Legal Non-compliance: Failure to provide required health information may result in our inability to comply with statutory obligations, such as ensuring a safe workplace or managing public health risks, which could lead to legal consequences for both you and the company. Potential Disciplinary Action: If critical health information is not disclosed, it could impact our ability to fulfil our contractual obligations to you, such as approving leave or ensuring workplace safety. This could result in disciplinary action, especially if non-disclosure leads to health or safety incidents. Limited Support and Adjustments: Without this information, we may be unable to offer the necessary support or make reasonable adjustments to your work environment, which could affect your ability to perform your job effectively and comfortably.