Complaints Advisor

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A customer relations service provider in KwaZulu-Natal seeks a Complaints Specialist to investigate and resolve customer complaints. The ideal candidate will have experience in the insurance sector, outstanding communication skills, and a proven ability to solve complex issues effectively. Responsibilities include ensuring compliance with company policies and analyzing complaint trends. Join a dynamic team driven by high standards and resilient collaboration.

Qualifications

• Proven track record in effectively resolving customer complaints.
• Experience in insurance industry preferred.
• Understanding of regulatory requirements is essential.

Responsibilities

• Investigate and resolve customer complaints thoroughly.
• Accountable for individual complaints and their resolution.
• Liaise with business areas to conduct full investigations.
• Provide feedback on complaint trends and root causes.
• Ensure compliance with all relevant standards and regulations.

Skills

Complaint handling

Communication skills

Problem-solving

Organizational skills

Resilience

Education

Matric / NQF level 4

Job description

Job Overview

As a Complaints Specialist in our team, you will actively investigate and resolve complaints, ensuring good customer outcomes, regulatory timeframes are achieved, and company processes are adhered to. Using great communication skills, to work with customers and the business to gather all the information required to achieve great customer outcomes. Identify processes First Central can improve to remove common causes of customer friction

Job Responsibilities

• Thorough investigation and resolution of customer complaints in line with Company processes and KPIs, ensuring good customer outcomes.
• To be accountable for individual complaints and ensure progression to resolution, referring upwards to the Customer Relations Team Leader as required.
• Liaise with the appropriate business areas, where appropriate, to conduct full investigations to resolve complaints.
• Provide feedback to the Prevention Lead with regards to complaint outcomes and any trends or root causes identified, so a root cause analysis can be addressed with the business accordingly.
• Make fair and reasonable decisions in line with department guidelines escalating to the Customer Relations Team Leader where required. Handle complex complaints as necessary.
• Work accurately within Company processes to achieve high quality assurance scores on customer interactions.
• Work at a pace that ensures thorough investigation whilst meeting target metrics on the number of complaints resolved.
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times,
• Ensure that all work is carried out to a high level of accuracy and always ensure compliance with all company and other relevant standards / regulations (including The Consumer Duty).
• Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Job Requirements

• Matric / NQF level 4
• Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
• Some experience of working within the insurance industry is essential

Required Skills

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Excellent communication skills, both verbal (great telephone manner) and written (accurately be able to summarise findings in a written response to the customer, without error)
• Problem solving skills with the ability to translate and investigate problems and find resolutions
• High levels of resilience and tenacity
• Good organisational skills with the ability to meet tight deadlines at short notice

Required Knowledge

• Some understanding of FCA, The Consumer Duty and FOS
• Some understanding of root cause analysis and sound knowledge of complaints handling
• Solid understanding of regulatory requirements and company principles (including Consumer Duty)

Core Behaviour

Huntswood’s employees are described as dependable, driven and collaborative.

The job holder should be able to demonstrate they are:

• Confidential, reliable, and genuine
• Dynamic, passionate, and determined
• Friendly, compassionate, and cooperative

It's not just about what we do, but the way we do it. And it's our values that make us special.

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

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