Complaints Administrator

Overview

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Recruitment Process

TA Interview : This will be a discussion with a member of the Talent Acquisition Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow us the opportunity to get to know you more and ensure OMI can meet your career aspirations.

Panel Interview : This will be with 2 members of the Senior Leadership of the Hiring Team and 1 member of the HC Leadership Team.

Technical & Psychometric Assessments : These will depend on the role and will sometimes happen concurrently with Vetting through an external service provider & Internal Verification.

Final Feedback.

All About OMI

OMI information : LinkedIn :

Please note that, unfortunately, we cannot accept any applications after the closing date

The purpose of this role is to support Old Mutual Insurers’ Customer Experience General Complaints function in the administration of complaints handling.

Support an independent process for General Complaints that cannot be resolved through the organizations level 1 Complaints process.

Provide administrative support to the General Complaints Team Leader and Manager

Registration of complaints

Ensuring accurate record keeping of complaints

Compiling monthly, adhoc and yearly reports

Complaints data validations

Assist to prepare weekly, monthly, yearly and adhoc reports

Timeous allocation of complaints to the Complaints Assessors

Inform customers / Brokers of additional information required to lodge a complaint timeously

Attendance and contribution to weekly, monthly, adhoc meetings

Attendance to adhoc tasks from Management

Service delivery to ensure customer satisfaction

Maintain service, quality and desired outputs within the General Complaints process by ensuring compliance to tactical policies, procedures and standards.

Establish productive operational relationships with key stakeholders in the various channels and administrative teams.

Support the work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.

Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Continuous improvement to ensure effective service

Ensure adherence to organizational policies, practices and procedures.

Identify solutions to enhance cost effectiveness and increase operational efficiency

Manage quality people practices

Align own behavior with the organization culture and values.

Collaborate and work with the complaints management team to deliver required service levels.

Actively share information with other team members regarding successes, issues, trends and ideas

The minimum requirements for the Complaints Administrator role

Matric

Degree (advantageous)

1-year relevant experience, preferably in the non-life insurance industry and / or customer complaints management

Insurance process and product knowledge (advantageous)

Must be fluent in speaking and writing in English (and one of the other official languages – advantageous)

Excellent organizational skills

Ability to manage a caseload in an efficient and timely manner with clear customer focus on achieving fair outcomes

Skills

Consultative Selling, Customer Complaint Management, Customer Experience (CX), Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Satisfaction, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Office Administration, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented Communicates Effectively Customer Focus Decision Quality Ensures Accountability Interpersonal Savvy Manages Ambiguity Manages Complexity

Education

Bachelor of Commerce (BCom) : Business Administration (Required), NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

14 October 2025 , 23 : 59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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