Complaints Advisor

Huntswood; KwaZulu-Natal; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Huntswood is seeking a capable customer experience professional to handle inbound and outbound calls, assisting customers and Claims Management Companies with scheme queries. You will perform end-to-end case assessments in a regulated environment and conduct data cleansing to ensure customer records and documents are accurate before progressing each case.

Responsibilities include reviewing cases, maintaining audit trails, and delivering compliant guidance.

Qualifications

• Strong written and verbal communication skills.
• High attention to detail and sound judgement.
• Problem solving skills with a logical approach to resolving problems.
• Good data and statistical analysis skills.
• Good IT literacy and data entry accuracy.

Responsibilities

• Handle inbound and outbound calls, assisting customers and CMCS with queries.
• Perform end‑to‑end case assessments in a regulated environment.
• Data cleansing to ensure customer records are accurate before progressing cases.
• Maintain accurate case notes, audit trails and documentation.
• Deliver high‑quality call handling with clear, compliant guidance.
• Manage customer cases and complaints end‑to‑end per regulatory standards.
• Conduct comprehensive case reviews and gather evidence.

Skills

Communication

Attention to detail

Problem solving

Data analysis

IT literacy

Education

Matric/NQF 4 qualification

Tools

Case management systems

Job description

Job Overview

You will handle inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries. You will also complete end‑to‑end case assessments in a regulated environment. The role involves data cleansing to ensure customer records and documents are accurate and complete before progressing each case

Job Responsibilities

• Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
• Maintain accurate case notes, audit trails and documentation in line with scheme requirements
• Deliver high‑quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
• Manage customer cases and complaints end‑to‑end, ensuring decisions align with regulatory standards
• Conduct comprehensive case reviews, gathering evidence and validating information
• Handle objections, evidence reviews and case reconsiderations.
• Identify and escalation complex queries, complaints and vulnerable customer cases

Job Requirements

• Minimum of a Matric/NQF 4 qualification
• Min 1-year unbroken previous experience is essential in a fast‑paced telephony environment, complaints logging, complaints handling, or case management.

Skills Required

• Strong written and verbal communication skills.
• High attention to detail and sound judgement Experience Required
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• Good IT literacy and data entry accuracy

Preferred Requirements/Skills

• Knowledge of FCA DISP, Consumer Duty and redress frameworks.
• Experience using case management systems in financial services.
• Understanding of Claims Management Companies (CMCs) and FOS escalation routes

Core Behaviours

At Huntswood, our people are dependable, driven, and collaborative — and our values guide the way we show up for our customers, our colleagues, and our clients.

The job holder should be able to demonstrate the following behaviours that bring our values to life:

Deliver WOW!

• Own it — take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create “WoW” moments for your customers every time.

Servant Leadership

• Enable and empower all employees.
• Our people are at the heart of our success.
• Do the right thing
• Be Empathetic
• Be respectful to everyone, always
• Act with integrity, even when no one is looking.

Winning Mindset

• Bring your A‑game every day.
• Passion is contagious- work everyday like it is your first day on the job.

Strive for Greater

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

“It’s not just about what we do, but how we do it — our behaviours are what make us special.”

*Subject to HW incentive & remuneration policies, speak to your recruiter for more information.