Complaints Support Specialists

Huntswood; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service solutions provider located in Durban is seeking Complaints Support Specialists to handle customer complaints and inquiries. Candidates should possess excellent communication skills, a strong customer service orientation, and familiarity with complaint handling processes. The role involves supporting investigations, ensuring compliance with regulatory standards, and managing correspondence professionally. The ideal candidate will have the National Senior Certificate, and experience in the insurance sector is preferable. Opportunities for growth are available.

Qualifications

• Exceptional ability to use Microsoft Office packages including Word, Excel & PowerPoint.
• 1-2 years' proven experience in the insurance space or FSP Campaign.
• Clear Credit and Criminal record.

Responsibilities

• Handle inbound and outbound calls about motor finance products.
• Support complaint investigations by managing correspondence.
• Ensure compliance with FCA regulations and company standards.
• Communicate professionally with customers and dealers.
• Assist with identifying trends to improve processes.

Skills

Strong written and verbal communication skills

Excellent organisational and administrative ability

Customer service orientation

Familiarity with complaint handling processes

Proficiency in Microsoft Office

Education

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

Tools

Microsoft Office

Job description

Job title: Complaints Support Specialists

Job Location: KwaZulu-Natal, Durban

Deadline: December 18, 2025

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• 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 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 adhe
• Customer Service jobs