Senior Complaints Specialist

Purpose of the Role :

The Senior Complaints Specialist exists to continue wowing our customers by protecting the brand, safeguarding their experience, and finding meaningful solutions whenever they face challenges or have concerns.

This role ensures that every interaction, particularly when handling complaints or complex queries, leaves the customer feeling heard, respected, and confident in Dis-Chem Life. Through empathetic, professional, and solution-focused engagement, the Senior Complaints Specialist diffuses tension, builds trust, and strengthens customer sentiment, turning potentially negative experiences into opportunities to reinforce the value, reliability, and care that Dis-Chem Life delivers.

This role is central to enhancing customer loyalty, protecting the business reputation, and ensuring that even in challenging moments, our service stands out as exceptional.

Role Summary

The Senior Complaints Specialist is responsible for the end-to-end management of complex customer complaints, ensuring timely, fair, and high-quality resolution while maintaining strict compliance with regulatory standards.

The successful candidate will combine empathy, professionalism, and analytical insight, enabling them to manage sensitive situations with confidence, restore trust, and turn challenges into positive experiences for customers.

Success is measured by customer satisfaction, resolution turnaround, compliance adherence, and the ability to extract actionable insights to improve processes and prevent repeat complaints.

Benefits :

• Purpose-driven role with direct impact on customer experience and brand reputation.
• Exposure to a growing financial services organisation with a strong regulatory focus.
• Opportunities to shape complaint handling processes and drive continuous improvement.
• Collaborative, high-performance team environment with coaching and career growth opportunities.
• Training to strengthen technical, regulatory, and interpersonal skills, including conflict resolution and customer experience excellence.

Key Responsibilities

Complaint Management and Resolution

Customer Advocacy and Trust

Reporting and Analysis

Compliance and Risk Management

Collaboration and Continuous Improvement

Soft Skills :

Skills and Experience :

Qualifications :