The successful candidate will join the Retail Mass Market division within Old Mutual’s Mass Foundation business segment on a six-month fixed-term contract. The role provides practical experience in customer service, inbound and outbound calls and financial services administration. This opportunity may suit a Matriculant who is registered for tertiary studies and wants to gain experience within one of Africa’s leading financial services organisations.
Old Mutual Call Centre Trainee Learnership Programme Overview
| Employer: Old Mutual
| Position: Trainee Call Centre Agent
| Business area: Retail Mass Market within Mass Foundation
| Industry: Financial Services
| Placement: Pinelands, Cape Town
| Contract type: Six-Month Fixed-Term Contract
| Minimum qualification: Matric
| Additional requirement: Proof of tertiary registration
| Job reference: JR-81546
| Best Before: 22 July 2026 at 23:59
| Employment Equity: Designated-group appointment
About the Old Mutual Call Centre Trainee Role
The division aims to help customers access suitable financial services and make decisions that support their long-term goals. Call centre employees play an important role by answering customer questions, explaining information and helping clients receive support quickly.
The trainee will handle customer interactions under direct supervision while receiving workplace coaching. The position offers an opportunity to learn customer service standards and basic financial services processes in a structured corporate environment.
Eligibility Requirements
Applicants should meet the following requirements:
- Hold a Matric certificate
- Provide proof of registration for tertiary studies when applying
- Be available for the complete six-month contract
- Be able to work flexible shifts
- Have basic computer literacy
- Communicate clearly and professionally
- Be comfortable speaking to customers by telephone
- Be able to work towards service and productivity targets
- Be willing to learn under supervision and coaching
Proof of tertiary registration is essential at the application stage.
Working Hours
Applicants must be available during the following operating periods:
| Day | Operating hours |
| Monday to Friday | Flexible between 08:00 and 19:00 |
| Saturday | Flexible between 08:00 and 13:00 |
This does not necessarily mean that every employee works the full operating period each day. Actual shifts will be assigned according to business requirements.
Applicants should consider transport availability before applying.
Duties and Responsibilities
The trainee will provide customer service through inbound and outbound telephone interactions.
Handling Customer Queries
The trainee will:
- Receive inbound calls from customers
- Listen carefully to customer questions
- Provide relevant information under supervision
- Follow approved call centre procedures
- Maintain professional communication
- Record information accurately where required
Making Outbound Calls
The role may involve:
- Contacting customers
- Sharing approved information
- Following prescribed call scripts
- Confirming customer details
- Completing call records accurately
Resolving Calls
The trainee will be expected to:
- Resolve straightforward queries during the first interaction where possible
- Escalate complex matters to senior agents
- Follow quality and productivity standards
- Ask for assistance when a query falls outside the trainee’s authority
- Finalise customer interactions professionally
Learning Product and Process Information
The trainee will gradually develop:
- Basic product knowledge
- Understanding of financial services processes
- Familiarity with customer service procedures
- Confidence using internal systems
- Limited multiskilling across relevant products and processes
Skills Gained
The six-month role may help the successful candidate develop several transferable skills.
Customer Service Skills
- Telephone etiquette
- Active listening
- Query resolution
- Customer care
- Complaint handling
- Professional communication
Financial Services Exposure
- Understanding customer financial needs
- Financial services administration
- Client information handling
- Regulatory workplace awareness
- Service quality standards
Computer and Administrative Skills
- Computer literacy
- Microsoft Excel
- Office administration
- Data capturing
- Call logging
- Record management
Professional Skills
- Accountability
- Goal achievement
- Decision-making
- Time management
- Teamwork
- Self-awareness
- Trust building
- Interpersonal communication
Competencies Old Mutual Is Looking For
The successful applicant should demonstrate:
- Action-oriented behaviour
- Effective communication
- Customer focus
- Sound decision-making
- Self-awareness
- Accountability
- Trustworthiness
- Strong interpersonal skills
Call centre work requires patience and consistency because agents communicate with customers who may have urgent or complicated concerns.
Career Opportunities After the Contract
Experience gained in this position may support future applications for roles such as:
- Call Centre Agent
- Customer Service Consultant
- Client Services Administrator
- Contact Centre Representative
- Financial Services Consultant
- Insurance Customer Care Agent
- Sales Support Consultant
- Customer Retention Agent
- Claims Support Administrator
- Office Administrator
- Help Desk Agent
With further experience and qualifications candidates may progress into:
- Senior Call Centre Agent
- Team Leader
- Quality Assurance Analyst
- Customer Experience Specialist
- Financial Adviser Support Officer
- Contact Centre Supervisor
Permanent employment after the contract is not guaranteed.
Financial Career Outlook
Customer service professionals are employed across banking, insurance, investments, telecommunications, healthcare and retail. Financial services call centre experience can be valuable because it exposes employees to regulated customer interactions and service standards. It may also help candidates build a foundation for future roles in insurance administration, banking support and client relationship management.
Candidates invited to the next stage should confirm:
- Monthly remuneration
- Payment dates
- Working schedule
- Overtime arrangements
- Transport responsibilities
- Leave conditions
- Contract start and end dates
- Possible employee deductions
Documents to Prepare
Applicants should prepare:
- Updated CV
- Certified copy of Matric certificate where requested
- South African identity document
- Proof of tertiary registration
- Relevant academic records where requested
- Supporting computer or customer service certificates where available
The CV should clearly show:
- Active tertiary registration
- Computer literacy
- Microsoft Excel skills
- Customer service ability
- Communication skills
- Availability for flexible shifts
Application Tips
Put Tertiary Registration on Your CV
Proof of tertiary registration is compulsory. Mention your institution and current qualification clearly on the first page of your CV.
Highlight Customer-Facing Experience
Include any experience from:
- Retail
- Reception
- Volunteering
- Student support
- Sales
- Community organisations
- Telephone-based assistance
Formal experience is not the only way to demonstrate customer service ability.
Show Computer Skills
List the software you can use including:
- Microsoft Excel
- Microsoft Word
- Online systems
- Data capturing tools
Prepare for Shift Questions
Recruiters may ask whether you can work evenings and Saturdays. Confirm transport arrangements before the interview.
Practise Telephone Communication
Speak clearly and confidently. Prepare examples showing how you would listen to a customer and respond calmly.
Where to Apply
Applications must be submitted through the official Old Mutual Careers Portal.
Search for:
- Trainee Call Centre Agent (6 Months FTC)
Use job requisition number:
- JR-81546
Applicants must upload proof of tertiary registration during the application process.
NB: Do not pay anyone for an application, interview or placement.
Best Before: 22 July 2026 at 23:59 Applicants should submit before the final hours to avoid technical problems.
Frequently Asked Questions
Where is the role based?
- The position is based in Pinelands, Cape Town.
How long is the contract?
- The contract runs for six months.
What qualification is required?
- Applicants must have a Matric certificate.
Is tertiary registration required?
- Yes. Proof of registration for tertiary studies is essential when applying.
Is previous call centre experience required?
- The advertisement does not list previous call centre experience as a requirement. The role is a trainee position with supervision and coaching.
What calls will the trainee handle?
- The trainee will take inbound calls and make outbound calls while assisting customers with queries.
Will the trainee handle difficult queries?
- Straightforward queries should be resolved where possible. Complex queries must be escalated to senior agents.
Are Saturday shifts required?
- Applicants must be available for flexible shifts between 08:00 and 13:00 on Saturdays.
Is the position permanent?
- No. It is a six-month fixed-term contract.
Is a salary listed?
- No salary or stipend amount appears in the supplied vacancy information.
When do applications close?
- Applications close on 22 July 2026 at 23:59.
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