The Old Mutual Trainee Call Centre Agent Programme offers a valuable opportunity for individuals looking to gain entry-level experience in customer service. This six-month fixed-term contract is based in Pinelands, Cape Town, and is designed to provide practical exposure to call centre operations and financial services administration. The programme aims to equip trainees with essential skills while they handle customer inquiries and learn company procedures.
Programme Overview
The Old Mutual Trainee Call Centre Agent Programme is a six-month fixed-term contract position located in Pinelands, Cape Town. This role is part of the Mass Foundation business within Old Mutual, a major customer-facing division. The programme is specifically structured to offer entry-level workplace experience in customer service, call centre operations, and financial services administration. The closing date for applications is July 22, 2026, at 23:59.
Purpose of the Role
The primary purpose of this trainee role is to provide customer service by managing inbound and outbound calls under direct supervision. Trainees will receive coaching and support as they learn to respond to customer inquiries, provide accurate information, and resolve routine queries. They will also learn how to escalate more complex issues to experienced agents, follow established call centre procedures, and meet productivity and service quality standards. Maintaining professional communication with customers is a key aspect of this position.
Minimum Requirements
To be considered for the Trainee Call Centre Agent Programme, applicants must meet several key requirements. A Matric or Grade 12 certificate is essential. Additionally, proof of registration for tertiary studies must be provided at the time of application. Strong communication skills, both verbal and written, are necessary, along with basic computer literacy. The ability to work flexible call centre hours, a customer-focused attitude, and a willingness to learn under supervision are also important.
Main Responsibilities
The successful trainee will be responsible for a range of duties aimed at providing excellent customer service. This includes handling customer queries via telephone, managing both inbound and outbound calls, and providing relevant information to customers. Adhering to call centre procedures and standards is critical. Trainees will learn to escalate complex queries to experienced agents and strive to resolve calls during the first contact. A significant part of the role involves learning product and process information, working towards productivity and quality targets, and applying coaching and feedback from supervisors.
Inbound Call Duties
During inbound calls, the trainee will assist customers by answering incoming calls, confirming customer information, and explaining products or processes. They will respond to routine account inquiries and record customer interactions accurately. When faced with difficult queries, trainees will be trained to refer them to senior staff while maintaining professional telephone etiquette throughout the interaction.
Outbound Call Duties
The trainee may also be required to make outbound calls. These duties could include contacting customers regarding outstanding matters, following up on previous inquiries, or providing requested information. Confirming customer details and completing approved call scripts are also part of the outbound responsibilities. Accurate recording of the outcome of each call is essential.
Working Hours
Applicants must be available to work flexible hours, as the call centre operates during specific times. The operating hours are Monday to Friday between 08:00 and 19:00, and on Saturdays between 08:00 and 13:00. Actual shifts will be scheduled based on operational needs. Trainees should be prepared to work within these hours throughout the duration of the six-month contract.
Skills and Competencies Required
Old Mutual is looking for candidates who possess a strong set of skills and competencies. Essential skills include accountability, verbal and written communication, computer literacy, and Microsoft Excel proficiency. Office administration ability and customer-service skills are also highly valued. The ability to meet goals, attention to detail, problem-solving ability, and time management are important for success in this role. Candidates should also demonstrate an ability to work effectively with people.
In terms of competencies, Old Mutual seeks individuals who are action-oriented, effective communicators, and customer-focused. The ability to make sound decisions, self-awareness, and accountability are key. Trustworthiness, confidence when interacting with others, and a willingness to accept coaching are also desirable traits. The ability to work effectively within a structured environment is also considered important.
Application Process
To apply for the Old Mutual Trainee Call Centre Agent Programme, applications must be submitted through the official Old Mutual careers platform. Applicants need to identify the opportunity using the position title “Trainee Call Centre Agent” and the job requisition number JR-81546. The process involves opening the vacancy page, creating or accessing an applicant profile, and completing the online application form. It is crucial to upload an updated CV and the required proof of tertiary registration, along with any other supporting documents requested. Applicants should carefully review their submission before the deadline.
Documents to Prepare
Applicants should prepare several documents for their application. This includes an updated CV that clearly highlights customer-service, administration, and computer skills. A copy of their South African identity document and Matric certificate are also required. Crucially, proof of registration for tertiary studies must be submitted. A recent academic record may be requested, along with any other documents specified on the application portal.
Application Closing Date
The application period for the Old Mutual Trainee Call Centre Agent Programme closes on 22 July 2026 at 23:59. It is strongly advised that applicants submit their applications early. This helps to avoid potential technical issues or incomplete submissions that can occur on the final day.
Important Application Advice
Before submitting the application, applicants should confirm several key details. Ensure that you have completed Matric and are registered for tertiary studies, with proof of registration attached. Verify your availability to work flexible weekday and Saturday shifts. Check that your CV contains current contact details and clearly lists your computer and communication skills. Confirm that all required sections of the application form are complete. Finally, ensure the application is submitted before the deadline of 23:59 on 22 July 2026.
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