Department Head: Complaints

AVBOB South Africa; Centurion; On-site; ZAR 520,000 - 800,000; Full time

Job summary

AVBOB South Africa seeks an experienced Complaints supervisor at our Head Office in Centurion. You will lead the complaints resolution function, oversee investigations, ensure timely, fair, and compliant outcomes, and drive improvements across the department.

You will coach the team, review complex complaints across insurance, funeral services, loyalty programmes, and other AVBOB offerings, and report insights to support better decision making and regulatory compliance.

Responsibilities

• Leading and supervising the Complaints team to ensure the effective investigation and resolution of customer complaints.
• Reviewing complaints relating to insurance products, funeral services, member rewards, loyalty programmes, loan products, and other AVBOB offerings.
• Ensuring complaints are handled in line with company policies, Treating Customers Fairly (TCF) principles, regulatory requirements, and applicable legislation.
• Reviewing recommendations prepared by Senior Clerks to ensure they are fair, evidence-based, and compliant.
• Managing escalated complaints and monitoring turnaround times to meet service standards.
• Conducting root-cause analyses to identify trends, systemic issues, and opportunities for operational improvement.
• Preparing management reports and providing customer insights to support business decision-making and continuous improvement.
• Recommending enhancements to complaints processes, systems, and controls to improve service delivery and regulatory compliance.
• Coaching, developing, and managing team performance while ensuring adherence to company policies and HR practices.
• Building and maintaining effective relationships with internal stakeholders, Ombudsman offices, legal representatives, and other external parties.

Job description

We are looking for an individual with excellent problem solving and communication skills to join our Complaints team at our Head Office. In this role, you will be responsible for leading the complaints resolution function by supervising the investigation and resolution of customer complaints, ensuring fair, timely, and compliant outcomes while driving continuous improvement across the department.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

Your Responsibilities Will Include

• Leading and supervising the Complaints team to ensure the effective investigation and resolution of customer complaints.
• Reviewing complaints relating to insurance products, funeral services, member rewards, loyalty programmes, loan products, and other AVBOB offerings.
• Ensuring complaints are handled in line with company policies, Treating Customers Fairly (TCF) principles, regulatory requirements, and applicable legislation.
• Reviewing recommendations prepared by Senior Clerks to ensure they are fair, evidence-based, and compliant.
• Managing escalated complaints and monitoring turnaround times to meet service standards.
• Conducting root-cause analyses to identify trends, systemic issues, and opportunities for operational improvement.
• Preparing management reports and providing customer insights to support business decision-making and continuous improvement.
• Recommending enhancements to complaints processes, systems, and controls to improve service delivery and regulatory compliance.
• Coaching, developing, and managing team performance while ensuring adherence to company policies and HR practices.
• Building and maintaining effective relationships with internal stakeholders, Ombudsman offices, legal representatives, and other external parties.