Customer Complaints Experience Lead

Old Mutual Insure Limited; Johannesburg; On-site; ZAR 420,000 - 560,000; Full time

Job summary

Old Mutual Insure Limited in Johannesburg seeks a seasoned Complaints Manager to lead end-to-end complaint handling, ensuring Treating Customers Fairly and high-quality customer experience. You will oversee investigations, root cause analysis, reporting, and cross-functional collaboration with the Customer Experience team.

The role requires 3–5 years in Customer Care/Complaints within insurance, strong communication, and proficiency with CRM systems.

Qualifications

• 3–5 years’ relevant (Customer Care/Service/Complaints) experience in insurance.
• Experience with complaint handling and reporting.
• Knowledge of insurance policy wordings and OMI systems is advantageous.

Responsibilities

• Manage complaints end-to-end and prioritise according to criteria.
• Provide expert guidance on investigation techniques and reporting.
• Support staff on handling complaints and conduct root cause analysis.
• Produce reports on trends, responses, and outcomes to drive improvements.
• Collaborate with the Customer Experience team to ensure service levels are met.

Skills

Communication

Customer care

Complaint management

CRM software

Root cause analysis

Team collaboration

Education

BCom in Business Admin/Management

Job description

Old Mutual Insure Limited in Johannesburg seeks a seasoned Complaints Manager to lead end-to-end complaint handling, ensuring Treating Customers Fairly and high-quality customer experience. You will oversee investigations, root cause analysis, reporting, and cross-functional collaboration with the Customer Experience team.

The role requires 3–5 years in Customer Care/Complaints within insurance, strong communication, and proficiency with CRM systems.