Escalations & Client Experience Manager

Old Mutual Limited; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Old Mutual is seeking a dedicated Complaints Handler to join the Client Service Delivery team in Cape Town. The role focuses on resolving escalated client complaints, managing reputational risk, and driving continuous improvement across the complaints handling value chain.

Key duties include handling escalations, root cause analysis, and ensuring service levels are met while maintaining governance and policy compliance. The role requires strong communication and collaboration across departments.

Qualifications

• Experience in complaints handling or escalation management, preferably in financial services.
• Strong understanding of customer service principles and reputational risk management.
• Excellent written and verbal communication, with professional handling of sensitive matters.

Responsibilities

• Handle escalated client queries and complaints to resolution.
• Act as escalation point for complex cases and provide root-cause analysis.
• Ensure adherence to SOPs, SLAs and governance requirements.
• Support improvements in reporting, tools, and processes for complaints handling.
• Collaborate with internal stakeholders to achieve objectives and manage time effectively.

Skills

Customer Service

Complaints Handling

Root Cause Analysis

Governance Risk

SLA Management

Education

NQF Level 5 - Higher/Adv cert

Job description

Old Mutual is seeking a dedicated Complaints Handler to join the Client Service Delivery team in Cape Town. The role focuses on resolving escalated client complaints, managing reputational risk, and driving continuous improvement across the complaints handling value chain.

Key duties include handling escalations, root cause analysis, and ensuring service levels are met while maintaining governance and policy compliance. The role requires strong communication and collaboration across departments.