By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

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Colleague Development Coach

Job Location: Office Based – Milnerton, Cape Town, South AfricaJob Type: Permanent Full Time

The Colleague Development Coach plays a pivotal role in enhancing the performance and capability of call centre agents within the insurance claims contact centre team. This role focuses on coaching, mentoring, and supporting colleagues to deliver exceptional customer service, ensure compliance with policy guidelines, and handle claims efficiently and empathetically.

The Colleague Development Coach works closely with team leaders and quality assurance to identify training needs, deliver targeted feedback, and foster a culture of continuous improvement. By equipping agents with the skills and confidence to manage complex and sensitive claims, the Coach helps maintain high standards of service and contributes to overall operational excellence.

The insurance claims contact centre provides rapid responses to customers reporting new claims. The team coordinates the claim from first notification to claim settlement and ensures policy compliance while delivering exceptional customer service. The centre plays a critical role in protecting customers and their wellbeing, while supporting the insurers reputation and operational resilience.

Working Hours

This role is based on a full-time schedule of 40 hours per week, typically worked as five 9-hour shifts (Including a 1-hour unpaid break). Shifts are scheduled across a variety of patterns within the operating hours of 8:00 AM to 6:00 PM, Monday to Sunday, to align with customer demand. While shift coverage may vary, most core shifts will fall between Monday and Saturday.

There may be occasions where duties will need to be performed outside of standard business hours to ensure continuity of service and support and deliver in line with business needs.

The Role Specifics:

Responsible for delivering training aligned to business requirements, ensuring colleagues are equipped with the knowledge and skills needed to perform effectively in line with operational needs.

Design, deliver, and evaluate training programmes for new and existing handlers, including induction, system usage, customer service, and claims handling.Facilitate workshops, coaching sessions, and refresher training to address performance gaps and support continuous improvement.Collaborate with operational teams to ensure training content reflects current processes, policy updates, and regulatory requirements.Monitor and assess the effectiveness of training through feedback, performance data, and quality assurance results.Support the development of training materials, guides, e-learning modules, and knowledge base content.Act as a subject matter expert on processes, systems, and customer service best practices.Provide support and mentoring to new starters and underperforming agents.Maintain accurate training records and contribute to reporting on training outcomes and compliance.Stay up to date with industry trends, financial regulations, and internal policy changes to ensure training remains relevant and effective.

Key Skills & Competencies:

Strong communication and presentation skills.Ability to engage and motivate learners of varying experience levels.In-depth knowledge of FNOL processes and insurance claims – desirable.Experience in training delivery, coaching, or learning & development.Excellent organisational and time management skills.Proficiency in using contact centre systems and training platforms - desirable.Understanding relevant Financial Regulations, POPIA and internal quality standards.Adaptability and a proactive approach to problem-solving. 
What will you get for this role?

Structured programmes with clear timescales & transparent career pathwaysFully supported professional qualifications with rewardsCompetitive salary

Our other benefits include:

Private healthcare plan (including pre-existing conditions)A Self Invested Personal Pension Scheme, including life & disability coverAnnual leave allowance of 25 days + public holidays

Next steps for you:

Think we'd be a great match? Apply now – we want to hear from you.  

If you’re unsure whether you have all the skills needed then do apply – we are looking for all backgrounds from seasoned professionals to those returning to the workforce, and everyone in-between.

Not only that, but we are also proud to have a zero-tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.

After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person).

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.