Complaints Management Specialist | Johannesburg

Recruiter:

The Recruitment Council

Job Ref:

Complaints Managemen..

Date posted:

Monday, August 18, 2025

Location:

Johannesburg, South Africa

Salary:

Market Related

SUMMARY:
Complaints Management Specialist | Johannesburg

POSITION INFO:

Category: Customer Service

Location: Sandown
Salary: Market-Related

If you’re a solution-driven professional who thrives on resolving complex issues and delivering exceptional client experiences, this role is for you! Join a dynamic team where your expertise in complaints handling and problem-solving will play a key role in shaping client satisfaction and trust.

Responsibilities:

Resolve Client Complaints with Care & Accuracy:

Log, track, and resolve client complaints and errors within agreed turnaround times.
Investigate non-standard complaints, engaging with internal and external stakeholders to deliver fair, effective resolutions.
Communicate outcomes clearly to clients and ensure every case is formally closed out.

Drive Compliance & Process Excellence:

Ensure adherence to Treating Customers Fairly (TCF) principles and regulatory requirements.
Continuously review and improve the complaints management process, recommending innovative solutions.
Facilitate monthly complaint resolution committee meetings and provide actionable feedback to the business.

Data & Reporting:

Maintain accurate client records and enhance database integrity through targeted campaigns.
Produce reports, dashboards, and MIS to track complaint trends and client data status.
Identify systemic issues through trend analysis and support operational improvements.

Collaboration & Stakeholder Engagement:

Partner with business units, vendors, and internal teams to resolve issues efficiently.
Provide insights from complaints analysis to influence system enhancements, policy updates, and process changes.

Personal Growth & Contribution:

Stay updated on industry trends, regulatory changes, and best practices.
Own your development through training and skills enhancement.
Support business strategy by aligning processes and solutions to organizational goals.

Qualifications:

Matric / Grade 12 and an Advanced Diploma or Degree.

Experience:

Minimum 3 years’ experience in complaints handling within Insurance (Short-term Insurance preferred).

Skills:

MS Office proficiency.
Strong communication and negotiation skills.
Ability to manage pressure and prioritize effectively.

Knowledge:

Regulatory and governance frameworks.
Risk management principles.
Project management fundamentals.
Data integrity and analysis.

Behavioural Competencies:

Customer Focus.
Stress Tolerance.
Problem-Solving & Decision Making.
Managing Work Under Pressure.
Technical & Professional Expertise.

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