Complaints Resolution Consultant

Sanlam Limited; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Sanlam Limited in Rosebank is seeking a role focused on high-quality complaint resolution and client servicing for complex matters, ensuring compliance with Glacier standards, Treating Customers Fairly (TCF) principles, collection policies and relevant legislation. The role supports Ombudsman processes with detailed account analysis and resolution recommendations.

Based in Rosebank with a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager, the position

Qualifications

• Masters Service Conversations: Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Navigates Customer Challenges: Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
• Builds Customer Loyalty: Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
• Strengthens Customer Connections: Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Customer Service Delivery: Works with full competence to deliver required services to customers to the required standards.
• Maintains the Relationship: Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust and collaboration.

Responsibilities

• Act as first-line supervisor of a team providing customer service support, and help achieve targets in productivity or turnaround times; deal with the most complex and valuable issues.
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Respond to advanced issue escalations promptly; provide managerial approvals as required; ensure compliance with collection policies and assist with escalation resolutions.
• Monitor team members' use of the CRM system, identify standard issues, and escalate to a senior manager as appropriate.
• Develop and implement a customer contact plan to communicate product launches and engage customers in relevant sales campaigns; be the first point of contact for queries and resolve them.

Skills

Masters Service Conversations

Navigates Customer Challenges

Builds Customer Loyalty

Strengthens Customer Connections

Customer Service Delivery

Maintains the Relationship

Education

Undergraduate Degree / Honours Tertiary Degree

Job description

To provide high-quality complaint resolution and client servicing support for complex and sensitive matters, through the delivery of clear, professional written communication, and the continuous enhancement of the client experience. The role ensures compliance with Glacier standards, Treating Customers Fairly (TCF principles), collection policies and relevant legislation, while supporting Ombudsman and escalated dispute resolution processes through detailed analysis and resolution recommendations. This role is based in Rosebank and has a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager.

Overview of Role Responsibilities (Level 1-13)

Customer Service - Level 5 - Application
Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Product/Service Information - Level 5 - Application
Provide advanced product/service information and respond to complex customer questions about the product/service.

Resolving Customer Issues - Level 5 - Application
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. Ensures compliance with collection policies and procedures. Supports the Ombudsman by reviewing disputed accounts, providing detailed account analysis, explaining collection actions taken, and assisting with resolution recommendations for escalated cases.

Customer Relationship Management (CRM) Data - Level 5 - Application
Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Relationship Management / Account Management - Level 5 - Application
Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Required Skills

Masters Service Conversations - Fully Competent
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

Navigates Customer Challenges - Fully Competent
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

Builds Customer Loyalty - Fully Competent
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.

Strengthens Customer Connections - Fully Competent
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

Customer Service Delivery - Fully Competent
Works with full competence to deliver required services to customers to the required standards. Typically works without supervision and may provide technical guidance.

Maintains the Relationship - Fully Competent
Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works without supervision and may provide technical guidance.

General Experience

Experienced practitioner able to work unsupervised (Minimum 3 years)

Managerial Experience

Not applicable

Education

Undergraduate Degree / Honours Tertiary Degree