Complaints Advisor - UK KwaZulu-Natal

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.

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

Matric / NQF level 4 Minimum of 6 months previous complaints handling experience KPI’s / Performance are met consecutively for past 3 months. No prior warnings  

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.

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.