Head of Complaints & Resolution

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

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.