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 youll 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 6 months previous complaints handling experience KPIs / Performance are met consecutively for past 3 months. No prior warnings Required Skills: Previous experience in a complaint handling role, ideally with a favourable 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. Core Behaviour Huntswood s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are: Confidential, reliable, and genuine Dynamic, passionate, and determined Friendly, compassionate, and cooperative "It's not just about what we do, but the way we do it. And it's our values that make us special." NB: All appointments are subject to the positive outcome of pre-employment verification checks.
