Complaints Support Specialists

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

Job summary

A customer service and support firm in Durban seeks a detail-driven, customer-focused professional to manage complaints. Responsibilities include handling queries related to motor finance products and supporting investigation processes. Candidates should possess strong communication skills, organizational abilities, and familiarity with complaint handling. A minimum of a National Senior Certificate and 1-2 years' experience in the insurance sector is required. Join us to deliver exceptional customer service in a dynamic environment.

Qualifications

• 1-2 years proven experience in the insurance space/FSP Campaign.
• Clear Credit and Criminal record.
• Exceptional ability to use Microsoft Office packages.

Responsibilities

• Handle inbound and outbound calls answering queries about motor finance products.
• Support complaint investigations by managing correspondence and reporting.
• Ensure compliance with FCA regulations and company standards.

Skills

Communication Skills

Regulatory Awareness

Customer Focus

Administrative Competence

Analytical Ability

Education

National Senior Certificate (Grade 12)/Matric with Maths & English

Tools

Microsoft Office

Job description

Job Description

We’re looking for a detail-driven and customer-focused professional to support our complaints process across multiple areas, including administration, product/service complaints, and telephony.

You will deliver first-class customer service via telephony and email, supporting customers with empathy, active listening, and clear communication. Your focus will be on complaints handling and administration. High levels of engagement and professionalism are essential. As the project develops, you may receive additional training to handle more complex complaint investigations, offering opportunities for growth.

What You’ll Be Doing

• Handle inbound and outbound calls answering queries about motor finance products and processes
• Support complaint investigations by managing correspondence, records, and reporting.
• Ensure compliance with FCA regulations, Consumer Duty, and company standards.
• Communicate professionally with customers, dealers, and internal teams.Assist with identifying trends and root causes to improve processes.

What We’re Looking For

• Strong written and verbal communication skills.
• Excellent organisational and administrative ability.
• Customer service orientation with a professional telephone manner.
• Familiarity with complaint handling processes (motor finance experience 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, 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.

• 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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