Complaints Specialists - Motor Quality & Premium Finance

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial service provider is seeking Complaints Specialists in KwaZulu-Natal to manage complex complaints related to vehicle quality and premium finance. Ideal candidates should have proven experience in complaint handling, strong analytical and negotiation skills, and proficiency in Microsoft Office. This role requires compliance with FCA regulations and aims to deliver fair outcomes to customers.

Qualifications

• Proven experience in the insurance sector or financial services.
• Clear Credit and Criminal record.
• Experience managing complex complaints.

Responsibilities

• Investigate Motor Quality complaints ensuring compliance.
• Handle Premium Finance complaints effectively.
• Communicate with empathy and professional candor.
• Ensure alignment with FCA regulations.

Skills

Complaint handling experience

Analytical skills

Negotiation skills

Communication skills

Stakeholder management

Microsoft Office proficiency

Education

National Senior Certificate (Grade 12)/Matric

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

We’re Hiring: Complaints Specialists - Motor Quality & Premium Finance

We’re looking for experienced Complaints Specialists to manage complex cases and deliver fair outcomes for our customers. If you thrive on problem‑solving and building strong relationships, this role is for you.

Your focus will be on managing complex complaints related to vehicle quality and premium finance, ensuring compliance with FCA regulations and Consumer Duty. You’ll liaise with multiple stakeholders, including customers, dealers, brokers, and insurers, to achieve fair and timely resolutions. High levels of engagement and professionalism are essential.

What you’ll be doing:

• Investigate Motor Quality complaints to ensure vehicles meet legal and quality standards.
• Handle Premium Finance complaints, liaising with clients, brokers, and insurers.
• Communicate professionally via phone and email, using empathy and strong listening skills.
• Ensure compliance with FCA regulations, Consumer Duty, and company policies.
• Identify trends and contribute to process improvements.

What we’re looking for:

• Previous complaint handling experience in Financial /Insurance services.
• Strong analytical and negotiation skills.
• Excellent written and verbal communication.
• Ability to manage multiple stakeholders and complex cases.
• Knowledge of motor finance and insurance processes is desirable.
• Proficiency in Microsoft Office.

Minimum Job Requirements

• National Senior Certificate (Grade 12)/Matric with Maths & English
• Clear Credit and Criminal record

• 1- 2 years’ Proven experience in the insurance space/FSP Campaign (International Campaigns)

• Exceptional ability to use Microsoft Office packages including Word, Excel & PowerPoint.

Required Skills

• Communication Skills: Excellent written and verbal communication, including professional correspondence and telephony.
• Regulatory Awareness: Familiarity with FCA regulations
• Customer Focus: Experience in a customer centric environment, professionalism, and delivering fair outcomes for customers.
• Administrative Competence: Accurate record-keeping, database management, and SLA adherence.
• Analytical Ability: Identifying trends, root cause analysis, and risk escalation.

CoreBehavior

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.