Complaints Manager

Prime South Africa; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading insurance company in South Africa is looking for a leader to join their Market Conduct Department. The ideal candidate will oversee junior staff, ensure quality consistency, and manage performance metrics while adhering to the company's values. A completed degree in a relevant field and proficiency in MS Office are required for this role.

Qualifications

• Degree in Communication, Psychology, Criminology or Law is essential.
• Experience in Client Service, Claims, or Complaints is advantageous.
• Proficiency in MS Office required.
• Strong drafting and detail-oriented skills needed.

Responsibilities

• Lead a team of junior staff.
• Ensure consistency in quality across teams.
• Monitor inputs and quality reviews.
• Manage performance and conduct training.

Skills

Teamwork oriented

Good drafting skills

Excellent time management skills

Attention to detail

Education

Completed degree in Communication, Psychology, Criminology or Law

Tools

MS Office

Job description

About PrimeAt Prime, we're not just an insurance company — we're a family redefining how short-term motor insurance is experienced.

By blending cutting-edge innovation with humanity, simplicity, and compassion, we've built a trusted reputation for doing the right thing.

As we grow, we're looking for strong leaders to ensure our journey remains fair, ethical, and customer focused.

About the Role

The Market Conduct Department is dedicated to upholding client satisfaction by serving as an impartial adjudicator to ensure fair and equitable resolutions for all complaints.

Our mission extends beyond resolving issues as we actively collaborate with other departments to implement corrective action projects that enhance our services.

As a key representative of our brand's integrity and values, the department is committed to delivering efficient turnaround times, professional service, and just outcomes.

Duties & Responsibilities

• Leading a team of junior staff
• Ensuring consistency in quality and inputs across teams
• Monitoring inputs and conducting quality reviews
• Identifying prevention measures and conducting corrective action reviews
• Managing ombudsman and engaging with claims decision‑makers
• Overseeing performance management and training
• Identifying in‑person red flags and managing departmental projects
• Monitoring Rhythms and Routines in the function and managing queues
• Providing daily stats and exception reporting
• Conducting corrective action reporting and complaint reporting
• Delivering performance reporting (KPI)

Desired Experience & Qualification

• Completed degree is essential, preferably in Communication, Psychology, Criminology or Law
• Experience in Client Service, Claims or Complaints is a nice to have
• Proficiency in MS Office
• Good drafting skills
• Teamwork oriented
• Driver of results
• Excellent time management skills
• Attention to detail