Job Overview:

As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints.

Job Responsibilities:

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company's target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements:

• Matric / NQF level 4
• Minimum of 1-year previous complaints handling experience

Required Skills:

• Previous experience in a complaint handling role, ideally with a favorable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge:

• Good communication skills – articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.

Salary Range and Work Times:

To be discussed at the interview stage

Core Behavior

 Core Behaviors:

Huntswood a ResultCX company employees have:

A Winning Mindset

Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.

Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.

Servant Leadership

Enable and Empower all Employees – Our employees are the heart of our success

Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.

Deliver WOW!

Own It – Take personal responsibility for getting things done, find a way.

Deliver Unbelievable Service – Create “WOW” moments for your customers every time.

*Subject to HW incentive & remuneration policies, speak to your recruiter for more information.