Job Purpose:\u00a0<\/p>\n
\tThe role will be directly responsible for end-to-end Complaints\/issue resolution and monitoring and ensuring that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers. Follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress. \u00a0
\n\tThe role will also identify thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause. \u00a0<\/p>\n
Key responsibilities:\u00a0<\/p>\n
\tHandling and investigating end to end Customer complaints and Queries received via various channels i.e. branch walk-ins, contact centre, social media, website, emails, digital channels etc.
\n\tEnsuring all complaints are logged in centralized system.
\n\tInvestigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and keeping them updated on the resolution progress.
\n\tMonitor and escalate recurring\/thematic issues, recommend resolution and process improvements to improve overall client experience.
\n\tRoot cause analysis and insights.
\n\tReporting.
\n\tAdhere to complaints management procedures and policy.
\n\tTrain frontline and support teams on the complaints management procedures to ensure adherence of the same.
\n\tConduct Voice of the Customer Surveys on the Complaints resolution process.
\n\tMonitoring issues raised on Service Desk.\u00a0<\/p>\n
Knowledge, experience and qualifications required<\/p>\n
Knowledge, experience and qualifications required:<\/p>\n
\tUniversity degree from a recognized institution.
\n\tMinimum of 2 years\u2019 experience in managing customer complaints within the financial services industry.
\n\tExcellent relationship development skills applied within a customer service role.
\n\tExcellent written and verbal communication.
\n\tStrong interpersonal and negotiation skills.
\n\tBuild rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results.
\n\tStrong customers\/stakeholders engagement and management skills.
\n\tProven ability to multi-task and prioritise tasks \u2013 in particular the ability to support and prioritise tasks from more than one team member.
\n\tHigh level attention to details and commitment to quality.
\n\tA demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
\n\tAbility to interpret data and conduct root\/cause analysis to reduce wastage\/improve performance.
\n\tAbility to manage high volumes and lead a team to work effectively under pressure and\/or through a significant change event.<\/p>\n
Apply Through:<\/p>\n
britam.taleo.net<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/britam.taleo.net","_company_name":"Britam","_company_website":"https:\/\/www.britam.com","_company_tagline":"Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financi... read moreal products and services in Insurance, Asset management, Banking and Property. Our Mission is to provide outstanding financial services to our customers. Our Vision is to be the most trusted financial service partner. We aim to provide our clients, with an unmatched offering, ensuring first class solutions that help secure the future.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[697,693,717,1356],"job-types":[687],"class_list":{"0":"post-96883","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96883","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96883"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96883"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96883"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96883"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}