Complaints Operations Lead: Customer Outcomes & Coaching

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

Job summary

Huntswood Group in Durban is seeking a Team Leader – Complaints to oversee a team of Complaint Handlers and ensure timely, fair and compliant resolution of customer complaints. You will coach, monitor performance and drive improvements in processes, quality and customer outcomes.

The role focuses on leadership, regulatory adherence and continuous improvement within a regulated environment, partnering with Compliance and QA teams to uphold high standards.

Qualifications

• Minimum 2 to 3 years' experience as a Complaints Team Leader.
• Experience leading and developing high-performing teams.
• Experience handling complex and escalated customer complaints.
• Strong understanding of complaint handling frameworks, customer outcomes and regulatory expectations.
• Experience within a regulated environment is highly advantageous.

Responsibilities

• Lead, motivate and develop a team of Complaint Handlers to achieve objectives.
• Conduct regular one-to-one meetings, coaching sessions and performance reviews.
• Foster a high-performance culture focused on customer outcomes and accountability.
• Oversee end-to-end complaints process with timely responses.
• Review complex cases and support escalation handling.
• Monitor productivity, service levels and quality across the team.
• Collaborate with Compliance, Quality Assurance and Operations to drive improvements.
• Identify risks, contribute to corrective actions and governance.
• Analyze trends and report performance updates to stakeholders.

Skills

Leadership

Coaching

Complaint handling

Quality assurance

Regulatory awareness

Customer focus

Stakeholder management

Performance management

Education

Grade 12 or equivalent

Job description

Huntswood Group in Durban is seeking a Team Leader – Complaints to oversee a team of Complaint Handlers and ensure timely, fair and compliant resolution of customer complaints. You will coach, monitor performance and drive improvements in processes, quality and customer outcomes.

The role focuses on leadership, regulatory adherence and continuous improvement within a regulated environment, partnering with Compliance and QA teams to uphold high standards.