Head of Complaints & Customer Resolution

Avbob; Gauteng; On-site; ZAR 420,000 - 620,000; Full time

Job summary

AVBOB is seeking a dedicated Complaints team supervisor at our Head Office in Gauteng. You will lead investigations and resolution of customer complaints, ensuring fair, timely, and compliant outcomes while driving continuous improvement across the department.

You will manage the Complaints team, review complaints across insurance products, funeral services, loyalty programs, and other AVBOB offerings. The role emphasizes adherence to policies, TCF principles, and regulatory requirements, with a

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

AVBOB is seeking a dedicated Complaints team supervisor at our Head Office in Gauteng. You will lead investigations and resolution of customer complaints, ensuring fair, timely, and compliant outcomes while driving continuous improvement across the department.

You will manage the Complaints team, review complaints across insurance products, funeral services, loyalty programs, and other AVBOB offerings. The role emphasizes adherence to policies, TCF principles, and regulatory requirements, with a