Complaints Advisor - Durban

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Huntswood is hiring a Complaints Advisor to support our complaints process across administration, product/service complaints, and telephony in Durban.

You’ll deliver first-class customer service by phone and email, handle complaints through the full lifecycle, and support investigations with accuracy, empathy and regulatory awareness.

Qualifications

• Matric /NQF Level 4 Equivalent.
• Minimum of 12 months' experience handling complaints within the UK Financial Services or Insurance sector, including managing cases across the full complaint lifecycle from receipt through to resolution.
• Exceptional ability to use Microsoft Office packages including Word, Excel & Powerpoint.

Responsibilities

• Handle inbound and outbound calls answering queries about Financial /insurance service or products and processes.
• Support complaint investigations by managing correspondence, records, and reporting.
• Ensure compliance with FCA regulations, Consumer Duty, and company standards.
• Communicate professionally with customers, dealers, and internal teams.
• Assist with identifying trends and root causes to improve processes.

Skills

Communication Skills

Regulatory Awareness

Customer Focus

Administrative Competence

Analytical Ability

Education

Matric /NQF Level 4 Equivalent

Tools

Microsoft Office

Job description

Job Description

We’re Hiring: Complaints Advisor

We’re looking for a detail-driven and customer-focused professional to support our complaints process across multiple areas, including administration, product/service complaints, and telephony.

You will deliver first-class customer service via telephony and email, supporting customers with empathy, active listening, and clear communication. Your focus will be on complaints handling and administration. High levels of engagement and professionalism are essential. As the project develops, you may receive additional training to handle more complex complaint investigations, offering opportunities for growth.

What You’ll Be Doing

• Handle inbound and outbound calls answering queries about Financial /insurance service or products and processes
• Support complaint investigations by managing correspondence, records, and reporting.
• Ensure compliance with FCA regulations, Consumer Duty, and company standards.
• Communicate professionally with customers, dealers, and internal teams.
• Assist with identifying trends and root causes to improve processes.

What We’re Looking For

• Strong written and verbal communication skills.
• Excellent organizational and administrative ability.
• Customer service orientation with a professional telephone manner.
• Familiarity with complaint handling processes (Financial Service /Insurance experience).
• Proficiency in Microsoft Office.

Minimum Job Requirements

• Matric /NQF Level 4 Equivalent
• Minimum of 12 months' experience handling complaints within the UK Financial Services or Insurance sector, including managing cases across the full complaint lifecycle from receipt through to resolution.
• Exceptional ability to use Microsoft Office packages including Word, Excel & Powerpoint.

Required Skills

• Communication Skills: Excellent written and verbal communication, including professional correspondence and telephony.
• Regulatory Awareness: Familiarity with FCA regulations
• Customer Focus: Experience in a customer centric environment, professionalism, and delivering fair outcomes for customers.
• Administrative Competence: Accurate record-keeping, database management, and SLA adherence.
• Analytical Ability: Identifying trends, root cause analysis, and risk escalation.

Core Behavior

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

The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"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.