Jobs in Sud Africa

Purpose of the Role
The Complaints Manager plays a strategic role in leading the complaints handling function, ensuring that customer feedback is not only resolved fairly and efficiently but also leveraged to drive systemic improvements across the organisation. This role is proactive in identifying gaps, trends, and root causes in customer dissatisfaction and communicates these insights to relevant departments to enhance overall performance and customer satisfaction.

Key Responsibilities

• Complaints Management: Oversee the end-to-end complaints process, ensuring timely, accurate, and fair resolution of customer complaints in line with internal procedures and TCF principles.
• Proactive Insights and Reporting: Analyse complaint data to uncover trends, recurring issues and performance gaps. Develop actionable insights and communicate these to heads of departments and cross-functional teams to inform and assist with strategic decisions.
• Leadership and Development: Manage and mentor a small complaints team (2 members), providing support, coaching, and development opportunities.
• Process Improvement: Evaluate existing complaint-handling procedures and implement improvements to enhance efficiency, effectiveness, and compliance with TCF.
• Policy Alignment: Ensure complaints policies, procedures, and practices align with regulatory expectations, especially the FSCA's Treating Customers Fairly framework.
• Cross-Functional Collaboration: Partner with operations, legal, customer service, and compliance teams to ensure complaint insights are integrated into service designs, process improvement,s and policy updates.
• Continuous Improvement: Evaluate and enhance complaint-handling procedures to improve efficiency, effectiveness, and compliance. Drive initiatives that reduce complaint volumes and improve customer experience.
• Training & Awareness: Support internal training and awareness campaigns related to customer complaints and TCF principles.

Minimum Requirements

• Minimum 5 years' experience in a complaints management or related role.

• Strong knowledge and experience in implementing and managing processes in line with Treating Customers Fairly (TCF) principles.

• Experience leading a small team.
• Proven ability to analyse processes holistically and recommend improvements.
• Experience working cross-functionally with teams such as compliance, operations, legal, and customer service.
• Excellent communication, documentation, and interpersonal skills.
• Comfortable working in a fast-paced, dynamic environment.
• A tertiary qualification is advantageous but not essential if supported by strong experience.