Lead Warmer

Purpose of the Role:

• The Lead Warmer plays a crucial role in Dis-Chem Life's customer acquisition engine by ensuring every lead is engaged, qualified, and transitioned to the sales team with accuracy, speed, and professionalism.
• This role sets the tone for the customer's first experience with Dis-Chem Life, building trust, uncovering needs, and ensuring each potential client receives exceptional, human-centred engagement from the very beginning.

Role Summary

• The Lead Warmer is responsible for contacting new leads, establishing rapport, conducting needs-based pre-qualification, and routing high-quality leads to the sales team. This role requires strong communication skills, disciplined call routines, accurate data capture, and the ability to engage customers confidently while representing the Dis-Chem Life brand.
• The successful candidate will be energetic, professional, organised, and driven by meaningful customer engagement. This role thrives in a fast-paced environment, requires resilience and a positive attitude, and demands someone who can manage high volumes without compromising quality.
• Success is measured by contact rate, quality of lead notes, pre-qualification accuracy, professionalism in customer interaction, and overall contribution to conversion.

Benefits:

• Purpose-led role that plays a direct part in helping families protect their futures.
• Supportive, high-energy team environment with coaching and development.
• Opportunities to build strong customer engagement and communication skills.

Key Responsibilities

Lead Engagement and Pre-Qualification

• Contact all new leads within defined SLA timeframes (speed-to-lead).
• Engage customers using warm, professional, and needs-focused conversation.
• Pre-qualify customers using a structured framework to assess interest, need, and eligibility.
• Accurately capture all customer information and conversation notes into our system.
• Identify high-potential leads and transfer/escalate them
• Ensure every customer receives an excellent first impression of Dis-Chem Life.

Data Accuracy and Systems Management

• Update lead statuses in real time to support forecasting and pipeline management.
• Ensure accurate call outcomes and complete, quality notes on every record.
• Identify duplicate, invalid, or incomplete leads and flag them
• Maintain data integrity and follow all internal processes and controls.

Customer Experience

• Handle queries with patience, empathy, and clear communication.
• Provide accurate information about Dis-Chem Life products and processes.
• Demonstrate professionalism in every interaction
• Manage objections gracefully and uphold the brand standard at all times.

Performance and Operational Discipline

• Meet daily/weekly call targets, contact rate expectations, and lead progression KPIs.
• Follow structured call flows while still delivering a warm, human experience.

Compliance

• Operate within FAIS, Treating Customers Fairly (TCF), and internal compliance guidelines.
• Maintain confidentiality of customer information and uphold data protection standards.

Soft Skills:

• Exceptional communication and active listening skills.
• Warm, engaging phone presence.
• High emotional intelligence and empathy.
• Strong organisational and multitasking ability.
• Resilience and ability to bounce back in high-volume environments.
• Ability to stay calm under pressure and handle objections professionally.
• Consistency, discipline, and reliability.
• Driven by targets, quality, and customer experience.
• Collaborative team player with a positive, solutions-driven attitude.

Skills and Experience:

• 1 - 2 years' experience in a call centre, sales support, customer service, or telesales role.
• Experience in life insurance, financial services, or a lead generation environment advantageous.
• Comfortable working with CRMs, call centre systems, or lead management tools.
• Strong typing, data capturing accuracy, and administrative discipline.
• Experience working with targets and structured processes.

Qualifications:

• Matric / Grade 12 (essential).
• Clear Criminal and Credit Record (essential).
• FAIS Fit & Proper status advantageous but not required.

Closing Date 16 October 2026