Complaints Team Lead: Customer Outcomes & Compliance

Huntswood; KwaZulu-Natal; On-site; ZAR 420,000 - 540,000; Full time

Job summary

The Huntswood Group in KwaZulu-Natal seeks a Team Leader – Complaints to lead a team of Complaint Handlers, ensuring timely, fair and compliant resolution of customer complaints within a regulated environment.

You will coach and develop staff, conduct quality reviews, and oversee escalated and complex cases while monitoring performance, productivity and service levels to improve customer outcomes and operational excellence.

Qualifications

• Experience leading complaint handling teams in a regulated environment.
• Proven track record of coaching and developing staff.
• Strong understanding of complaint handling processes and regulatory expectations.
• Ability to analyse trends and identify improvement opportunities.
• Excellent documentation and reporting skills.

Responsibilities

• Lead, motivate and develop the team to achieve operational and quality objectives.
• Coach through regular one-to-one meetings and performance reviews; drive accountability.
• Oversee end-to-end complaints handling ensuring timely, fair resolution and regulatory alignment.
• Identify risks, drive continuous improvement and support audits.

Skills

Leadership

Coaching

Communication

Performance management

Analytical thinking

Decision making

Attention to detail

Reporting

Stakeholder management

Execution

Education

Grade 12 or equivalent

Leadership or compliance qualification (advantageous)

Job description

The Huntswood Group in KwaZulu-Natal seeks a Team Leader – Complaints to lead a team of Complaint Handlers, ensuring timely, fair and compliant resolution of customer complaints within a regulated environment.

You will coach and develop staff, conduct quality reviews, and oversee escalated and complex cases while monitoring performance, productivity and service levels to improve customer outcomes and operational excellence.