Complaints Manager (solar energy)

Tiger Personnel Management; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading solar-as-a-service provider in South Africa seeks a Complaints Manager to enhance customer satisfaction through effective complaint resolution and process improvements. The role involves analyzing trends in customer complaints and collaborating with cross-functional teams to implement strategic changes, requiring strong leadership and analytical skills.

Benefits

market-related salary dependent on experience

Qualifications

• Minimum 5 years' experience in complaints management.
• Strong knowledge of Treating Customers Fairly (TCF) principles.
• Proven ability to analyze and recommend improvements.

Responsibilities

• Oversee end-to-end complaints process for fair resolutions.
• Analyze complaint data to improve customer satisfaction.
• Manage and mentor a small complaints team.

Skills

Customer Service

Collaboration

Attention to detail

Analytical Thinking

Resilience

Initiative

Education

Grade 12 / Matric

Job description

Purpose of the Role
The Complaints Manager plays a strategic role in leading the complaints handling function, ensuring that customer feedback is not only resolved fairly and efficiently but also leveraged to drive systemic improvements across the organisation. This role is proactive in identifying gaps, trends, and root causes in customer dissatisfaction and communicates these insights to relevant departments to enhance overall performance and customer satisfaction.

Key Responsibilities

• Complaints Management: Oversee the end-to-end complaints process, ensuring timely, accurate, and fair resolution of customer complaints in line with internal procedures and TCF principles.
• Proactive Insights and Reporting: Analyse complaint data to uncover trends, recurring issues and performance gaps. Develop actionable insights and communicate these to heads of departments and cross-functional teams to inform and assist with strategic decisions.
• Leadership and Development: Manage and mentor a small complaints team (2 members), providing support, coaching, and development opportunities.
• Process Improvement: Evaluate existing complaint-handling procedures and implement improvements to enhance efficiency, effectiveness, and compliance with TCF.
• Policy Alignment: Ensure complaints policies, procedures, and practices align with regulatory expectations, especially the FSCA's Treating Customers Fairly framework.
• Cross-Functional Collaboration: Partner with operations, legal, customer service, and compliance teams to ensure complaint insights are integrated into service designs, process improvement,s and policy updates.
• Continuous Improvement: Evaluate and enhance complaint-handling procedures to improve efficiency, effectiveness, and compliance. Drive initiatives that reduce complaint volumes and improve customer experience.
• Training & Awareness: Support internal training and awareness campaigns related to customer complaints and TCF principles.

Minimum Requirements

• Minimum 5 years' experience in a complaints management or related role.

• Strong knowledge and experience in implementing and managing processes in line with Treating Customers Fairly (TCF) principles.

• Experience leading a small team.
• Proven ability to analyse processes holistically and recommend improvements.
• Experience working cross-functionally with teams such as compliance, operations, legal, and customer service.
• Excellent communication, documentation, and interpersonal skills.
• Comfortable working in a fast-paced, dynamic environment.
• A tertiary qualification is advantageous but not essential if supported by strong experience.

Desired Skills:

• Customer Service
• collaboration
• Attention to detail
• Analytical Thinking
• Resilience
• Initiative

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Grade 12 / Matric

About The Employer:

Our client is a fast-growing, mission-driven solar-as-a-service provider transforming South African households with affordable, clean, and reliable energy solutions. Backed by leading investors, the company uses innovative smart technology and a subscription-based model to expand across major metros, delivering a sustainable, customer-centric experience through a collaborative and entrepreneurial team.

Employer & Job Benefits:

• market-related salary dependent on experience