Complaints Management Specialist | Johannesburg

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.