Job Overview:

You will handle inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries. You will also complete end‑to‑end case assessments in a regulated environment. The role involves data cleansing to ensure customer records and documents are accurate and complete before progressing each case

Job Responsibilities:

• Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
• Maintain accurate case notes, audit trails and documentation in line with scheme requirements
• Deliver high‑quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
• Manage customer cases and complaints end‑to‑end, ensuring decisions align with regulatory standards
• Conduct comprehensive case reviews, gathering evidence and validating information
• Handle objections, evidence reviews and case reconsiderations.
• Identify and escalate complex queries, complaints and vulnerable customer cases

Job Requirements:

• Minimum of a Matric/NQF 4 qualification
• Min 1-year unbroken previous experience is essential in a fast‑paced telephony environment, complaints handling, or case management.

Skills Required:

• Strong written and verbal communication skills.
• High attention to detail and sound judgement Experience Required
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• Good IT literacy and data entry accuracy

 Preferred Requirements/Skills:

• Knowledge of FCA DISP, Consumer Duty and redress frameworks.
• Experience using case management systems in financial services.
• Understanding of Claims Management Companies (CMCs) and FOS escalation routes

• Own it — take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create “WoW” moments for your customers every time.

• Enable and empower all employees.
• Our people are at the heart of our success.
• Do the right thing
• Be Empathetic
• Be respectful to everyone, always
• Act with integrity, even when no one is looking.

• Bring your A‑game every day.
• Passion is contagious- work everyday like it is your first day on the job.

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

“It’s not just about what we do, but how we do it — our behaviours are what make us special.”

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