Complaints & Claims Specialist

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Fully covered medical insurance

Performance-based incentives

Attendance bonuses

Monday breakfasts & dignity packs

Growth & career development programmes

Collaborative, people-centered culture

Job summary

Huntswood – A ResultCX Company in Durban, South Africa, seeks experienced Complaints & Claims Specialists to investigate complaints and resolve complex customer issues in a fast-paced motor claims environment.

You will manage webchat and calls, deliver service to SLAs, and de-escalate issues with empathy, aiming for first-contact resolution while maintaining accuracy and attention to detail.

Qualifications

• Matric / NQF Level 4 (minimum)
• Experience handling complaints through full lifecycle preferred (Insurance/Financial)
• Strong communication and problem-solving skills required

Responsibilities

• Manage multiple webchat conversations and inbound calls professionally
• Deliver high-quality service in line with performance standards and SLAs
• Build rapport and trust with customers through clear, empathetic communication
• Resolve customer issues at first point of contact
• Maintain exceptional accuracy and attention to detail
• De-escalate complaints and resolve dissatisfaction at first call

Skills

Communication skills

Problem solving

Complaint handling

Empathy

Education

Matric / NQF Level 4

Job description

Job Description

We’re Hiring: Complaints & Claims Specialist

Join Huntswood – A ResultCX Company

Turn Complaints into Customer Confidence

We're looking for experienced Complaints & Claims Specialists to investigate complaints, resolve complex customer issues, and deliver outstanding customer outcomes within a fast-paced motor claims environment.

What You’ll Do

• Manage multiple webchat conversations while handling inbound calls professionally
• Deliver high‑quality service in line with performance standards and SLAs
• Build rapport and trust with customers using clear, empathetic communication
• Resolve customer issues at first point of contact
• Maintain exceptional accuracy and attention to detail
• Ability to de‑escalate customer complaints by resolving expressions of dissatisfaction at first point of call

Minimum Criteria

• Matric / NQF Level 4
• A minimum of 12 months’ complaint-handling experience, ideally managing complaints through the full complaint lifecycle (Insurance /Financial environment advantageous)
• Strong communication and problem-solving skills

Highly Desirable Experience

• Previous experience within motor insurance, claims or financial services.
• Experience handling complaints relating to an end-to-end claims journey.
• Previous experience working within a UK customer service or insurance environment.
• Experience within a UK FCA-regulated business.
• An understanding of UK complaint-handling requirements and the importance of fair customer outcomes.
• Knowledge of motor claims processes such as First Notification of Loss (FNOL), vehicle repair, total loss, liability, mobility and personal injury.
• Experience supporting vulnerable customers and customers requiring additional assistance

Why You’ll Love Working With Us – Benefits

Joining Huntswood means being part of a company that puts people first. Our benefits include:

• Fully covered medical insurance — 100% paid for, because your health comes first
• Performance-based incentives — your hard work = real rewards
• Attendance bonuses — show up, get rewarded
• Monday breakfasts & dignity packs — start the week supported
• Growth & career development programmes — your future is our priority
• A collaborative, positive, people‑centric culture — a place where you truly belong

Ready to Step Into Your Next Big Opportunity?

If you're driven, customer-focused, and ready to join a dynamic global team, we want to hear from you!

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 every day 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.”