Complaints and Service Advisor

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service solutions provider in Durban seeks a Complaints/Customer Service Support Advisor to enhance their complaints process. The role involves handling customer queries through telephony and email, delivering first-class service with empathy and professionalism. Candidates should have strong communication skills, a National Senior Certificate, and 1-2 years of relevant experience, particularly in the insurance sector. This position offers opportunities for growth and development within an engaged team.

Qualifications

• 1-2 years’ experience in the insurance space/FSP Campaign (International Campaigns) required.
• Clear credit and criminal record necessary.
• Familiarity with complaint handling processes is desirable.

Responsibilities

• Handle inbound and outbound calls regarding motor finance/insurance queries.
• Support complaint investigations by managing correspondence and reporting.
• Ensure compliance with FCA regulations and company standards.
• Assist in identifying trends and root causes to enhance processes.

Skills

Strong written and verbal communication skills

Customer service orientation

Excellent organisational and administrative ability

Proficiency in Microsoft Office

Analytical ability for trend and root cause identification

Education

National Senior Certificate (Grade 12)/Matric with Maths & English

Job description

Job Description

We’re Hiring: Complaints /Customer Service Support Advisor

We’re looking for a detail-driven and customer-focused professional to support our complaints /Customer service 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 motor finance /insurance 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 organisational and administrative ability.
• Customer service orientation with a professional telephone manner.
• Familiarity with complaint handling processes (motor finance experience desirable).
• Proficiency in Microsoft Office.

Minimum Job Requirements

• National Senior Certificate (Grade 12)/Matric with Maths & English
• Clear Credit and Criminal record
• 1-2 years’ proven experience in the insurance space/FSP Campaign (International Campaigns)
• 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.

Apply