Complaints Specialists - Motor Quality & Premium Finance

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

Job summary

A leading customer service organization in Umhlanga Rocks seeks experienced Complaints Specialists to manage complex complaints related to vehicle quality and premium finance. The ideal candidate will have strong communication skills and regulatory knowledge in a customer-focused environment, bringing professionalism and empathy in conflict resolution. This position requires a National Senior Certificate and 1-2 years of experience in the insurance sector, offering opportunities for personal and professional growth.

Qualifications

• 1-2 years proven experience in the insurance space/FSP Campaign.
• Clear Credit and Criminal record.
• Knowledge of motor finance and insurance processes is desirable.

Responsibilities

• Investigate Motor Quality complaints related to vehicle issues.
• Handle Premium Finance complaints by liaising with stakeholders.
• Ensure compliance with FCA regulations and company policies.
• Identify trends to contribute to process improvements.

Skills

Analytical skills

Negotiation skills

Written communication

Verbal communication

Customer service focus

Education

National Senior Certificate (Grade 12)/Matric

Tools

Microsoft Office

Job description

Job Description

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.

Core Behavior

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.

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