Department Head: Complaints

SkillsMap; Centurion; On-site; ZAR 600,000 - 900,000; Full time

Job summary

AVBOB seeks an experienced Department Head of Complaints at our Head Office in Centurion. You will lead the complaints resolution function, supervise investigations, ensure fair, timely, and compliant outcomes, while driving continuous improvement across the department.

You will join a well-established company with valued employee development and a focus on performance. Strong problem-solving and communication, plus regulatory knowledge, are essential for success in this role.

Qualifications

• Grade 12.
• Post-matric qualification (NQF Level 4 or higher) in Insurance, Law, Compliance, Business Admin, or related field.
• 3–6 years' experience in insurance complaints handling or dispute resolution.
• Proven supervisory or leadership experience.
• Strong knowledge of TCF, FSCA, FAIS/COFI and Insurance Act requirements.
• RE1 qualification advantageous.

Responsibilities

• Lead and supervise the Complaints team to ensure investigation and resolution of customer complaints.
• Review complaints related to insurance products and AVBOB offerings for fairness and compliance.
• Ensure handling aligns with policies, TCF, regulatory requirements, and legislation.
• Review recommendations for fairness and evidence-based outcomes.
• Manage escalated complaints and monitor turnaround times to meet service standards.
• Conduct root-cause analyses to identify trends and improvement opportunities.
• Prepare management reports and provide insights for decision-making.
• Recommend enhancements to processes, systems and controls.
• Coach and develop team performance while adhering to HR practices.
• Maintain relationships with internal and external stakeholders, including Ombudsman offices and legal representatives.

Skills

Supervisory experience

Regulatory knowledge

TCF familiarity

Analytical skills

Communication skills

Team leadership

Education

NQF Level 4+ in Insurance/L Law

RE1 qualification advantageous

Tools

MS Office

Job description

Department Head: Complaints
AVBOB
2026/09/09 Centurion

Job Reference Number: 113DH02
Department: 113 - COMPLAINTS-INSURANCE
Business Unit:
Industry: Insurance
Job Type: Permanent
Positions Available: 1
Salary: Market Related The above mentioned role exists in the Complaints department

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.

Job Requirements

• Grade 12.
• A post-matric qualification (NQF Level 4 or higher) in Insurance, Law, Compliance, Business Administration, Customer Service, Complaints Management, or a related field will be an added advantage.
• 3-6 years' experience in insurance complaints handling or dispute resolution within the life, funeral, or savings insurance environment.
• Proven supervisory or team leadership experience.
• Strong knowledge of TCF, FSCA, FAIS/COFI, Insurance Act, and other relevant regulatory requirements.
• A Regulatory Examination (RE1) qualification will be advantageous.
• Excellent analytical, problem-solving, communication, and report-writing skills.
• Strong leadership, customer service, conflict management, planning, and decision-making abilities.
• Proficiency in Microsoft Office and complaint management systems.