Website Huntswood
We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser… read morevice, remediation to resilience – bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time – whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question – working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change – offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.
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 you’ll 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
KPI’s / 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.
go to method of application »
Apply via company website ( N / A ) or