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Complaints Management Specialist | Johannesburg
Complaints Management Specialist | JohannesburgThe Recruitment Council • Johannesburg, South Africa
Complaints Management Specialist | Johannesburg

Complaints Management Specialist | Johannesburg

The Recruitment Council • Johannesburg, South Africa
30+ days ago
Job description

Category : Customer Service

Location : Sandown

Salary : Market-Related

If youre 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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    Specialist Johannesburg • Johannesburg, South Africa