Complaints Team Leader (JB6014)
Bellville, Western Cape
R dependent on experience
Permanent

Lead a high-performing complaints team within the insurance sector, ensuring efficient resolution and regulatory compliance.
Take ownership of processes, improve service delivery, and play a key role in driving customer satisfaction and operational excellence.

Minimum Requirements
Grade 12 or equivalent qualification
Minimum 5 years complaints management experience within insurance or financial services
Minimum 2 years in a supervisory or senior support role
Proficient in MS Office including Excel, Word and Outlook
RE1 and RE5 essential
Strong knowledge of FAIS, TCF and Long-Term Insurance legislation
Experience handling complaints and queries within insurance
Strong communication skills in English
Ability to work under pressure and meet deadlines
High attention to detail and strong time management

Duties and Responsibilities
Lead and manage the complaints team to ensure service standards are met
Ensure all complaints and queries are resolved efficiently and within required timelines
Assess and classify incoming correspondence as complaints or queries
Gather and verify all required documentation to resolve complaints
Handle new complaints in line with the complaints management framework
Acknowledge complaints across multiple channels including email, phone and walk-ins
Redirect queries to relevant departments where necessary
Communicate clearly and professionally with all stakeholders
Interpret and explain insurance products to clients
Maintain accurate records and update internal systems with detailed notes
Ensure compliance with FAIS, TCF and relevant legislation
Monitor customer interactions to ensure adherence to company standards
Continuously review processes to ensure alignment with regulatory requirements
Support the department with additional reasonable tasks when required

Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

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Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
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