Team Leader: Complaints

AfroCentric Group; Roodepoort; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A healthcare solutions provider in Roodepoort seeks a Supervisor to lead its complaints handling team. The successful candidate will have a strong background in customer service and team management in a healthcare context. Responsibilities include training staff, managing complaints, and ensuring compliance with relevant legislation. Candidates must possess an NQF Level 5 higher certificate and have at least 5 years of supervisory experience. This position demands excellent interpersonal and analytical skills to drive performance and customer satisfaction.

Benefits

Professional development opportunities

Diversity and transformation commitment

Qualifications

• 5 years team leader or supervisory experience.
• Experience in healthcare, medical administration, or insurance.
• Proven track record of complaint handling.

Responsibilities

• Lead an operational team to meet performance targets.
• Manage client complaints with professional resolution.
• Communicate operational strategies to the team.

Skills

Team leadership

Customer service

Interpersonal skills

Analytical skills

Education

NQF Level 5 higher certificate

Job description

Position Purpose

To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded. Manage and develop team to ensure continued growth. Build relationships with relevant stakeholders and effectively address queries and disputes.

Experience

5 years team leader / supervisory experience.

Minimum of 2-3 years proven track record of complaints experience. Customer services experience.

Experience in healthcare, medical administration, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)

Qualifications

NQF Level 5 higher certificate

Compliance and Risk Management:

Defined legal, statutory and regulatory compliance is appropriately implemented and maintained at the required standards for the team.Implemented team operational risk and governance structures, measures and frameworks are monitored and necessary action is taken to address issues, when necessary

Financial Management:

Control leave liability

Monitor and reduce wastage, identify cost saving opportunities i.e. staff, stationery & printing, telephones, processes

Manage expenses and costs and identify cost saving opportunities to support the department in achieving its financial goals and targets

Operating Model:

Ensure that SLAs are met and take appropriate actions/steps where necessary and required

Complete and submit operational reports

Do trend and root cause analysis and recommend improvements

Do VOEs and take corrective actions

Ensure that escalation management is done by Senior Agent(s). Address limited number of escalations

Manage requests within the mandated requirements from schemes

Implement Year end as per project plan

Facilitate originator, business or client focus group sessions on variety of topics i.e. problem-solving, communication, membership related issues

Implement team operational plans and manage that the defined delivery objectives are met through supporting, and being supported by other teams within and linked to the department / project

Identify opportunities to improve the team's core operational internal processes and internal supply chain

Resolve team operational conflicts

Ensure delivery targets/objectives are met and motivate the team to operate in a mutually supportive manner to achieve successful delivery

Operational Implementation of Strategy:

Plan and implement daily, weekly and/or quarterly operational changes within the team to respond to important external influences

Ensure relevant sections of the business plan are implemented in a manner that supports operational quality and meets the defined departmental priorities

Communicate the relevant sections of the team operational plan to facilitate buy-in of the employees

Ensure implementation of workplans in a way that maintains operational best practice and leads to continuous delivery improvement

Operational Leadership:

Team leadership i.e. cohesion; cycles of norming, storming, performing

Performance management

Time and attendance management including leave scheduling and absence management

Corrective action i.e. IR disciplinary procedure

Recruitment of Agents i.e. interview short listed candidates and make appointment decision with Manager

EE target management

Identify ongoing training and developmental gaps i.e. PDPs

Refer training needs to HCBP/central training/QA/ISO to address

Reinforces on the job learning after central training has signed off. Does not provide basic training but does assist with up-skilling during probation period after HC Training BP has signed off)

Provide on the job coaching to address specific performance gaps (KPIs)

Performance improvement plans which will also include personal development plans (linked to Performance management)

Manage the operational performance of the team as per HR frameworks and policies to ensure delivery to agreed standards and objectives

Provide appropriate staff development, coaching and mentoring and retain skilled and engaged employees within the team and Medscheme

Support transformation through valuing diversity within the team and department

Behave in alignment with the Medscheme values

Position Specific Outputs

The role involves leading and supervising the complaints handling team to ensure professional, empathetic, and timely resolution of client complaints. It includes training and mentoring staff, managing workloads, and conducting performance reviews. The supervisor oversees investigations into complaints related to policy cover, claims, service issues, and ensures compliance with regulations such as FAIS, TCF, POPIA, and CMS. Responsibilities also include logging and tracking complaints, handling escalations, and collaborating with internal departments to resolve root causes. The role supports audits, maintains accurate records, and promotes a customer-centric culture by using complaints as opportunities for service recovery. It involves analyzing complaint data, reporting trends, and implementing corrective actions and process improvements. The supervisor coordinates with legal and compliance teams, enhances complaint systems, and develops training materials. Additional duties include managing scheme requests, supporting year-end processes, facilitating focus groups, and ensuring delivery targets are met. The role also requires monitoring system issues, maintaining quality standards, and driving customer satisfaction. A deep understanding of medical insurance products, regulatory frameworks, and strong interpersonal, analytical, and decision-making skills are essential, along with the ability to work under pressure and meet deadlines.

Knowledge:

Knowledge and application of relevant legislation

Knowledge and application of processes and procedures

Turnaround Time:

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers.

Our Commitment to Transformation:

AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create.

Should you not receive a response within a month of applying, please consider your application unsuccessful!