Hybrid Client Relations & Complaints Specialist

Old Mutual Limited; Cape Town; Hybrid; ZAR 350,000 - 520,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks a Client Relationship Manager focusing on complaints handling to resolve escalated client issues and protect the firm's reputation. The role requires collaboration across the client service delivery team to ensure timely resolutions and adherence to policies.

The ideal candidate will have strong communication skills, experience in complaints management within financial services, and the ability to analyze issues, drive improvements, and report trends

Qualifications

• Experience in handling complaints and escalations within financial services is preferred.
• Minimum 3 years in employee benefits or related fields is advantageous.
• Strong communication skills, including ability to handle sensitive matters professionally.

Responsibilities

• Deal with escalated client queries and complaints to resolution.
• Act as escalation point for complex cases and clients.
• Facilitate root cause analysis and tracking of actions across teams.
• Ensure service delivery aligns with policies and SLAs.
• Support governance and reporting on complaints trends and improvements.

Skills

Complaints handling

Customer service

Analytical skills

Communication skills

Root cause analysis

Independent work

Multilingual

CRM software

Education

NQF Level 5

Tools

CRM software

Job description

Old Mutual Limited in Cape Town seeks a Client Relationship Manager focusing on complaints handling to resolve escalated client issues and protect the firm's reputation. The role requires collaboration across the client service delivery team to ensure timely resolutions and adherence to policies.

The ideal candidate will have strong communication skills, experience in complaints management within financial services, and the ability to analyze issues, drive improvements, and report trends