Voice of Client

5 days ago

Bellville, South Africa Sanlam Group Full time
Job title : Voice of Client (Complaints) Specialist Job Location : Western Cape, Bellville Deadline : December 15, 2024 Quick Recommended Links
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Key responsibilities

End-to-end Complaints Management, including but not limited to:

  • Receive and Document Complaints: Handle customer complaints received via phone, email, social media, or in-person.
  • Investigate Issues: Conduct thorough investigations to understand the nature of complaints and gather relevant information.
  • Resolve Complaints: Develop and implement effective resolution strategies to address customer issues promptly.

Customer Communication: 

  • Maintain clear, consistent and empathetic communication with customers throughout the complaint resolution process.
  • Engage with customers to understand their needs and expectations better.

Collaborate with other Stakeholders, holding other accountable: 

  • Work closely with other business units to resolve complaints and improve processes.
  • Work closely with client experience, product house, marketing, operations, customer service, and project teams to implement continuous improvements based on feedback
  • Build internal & external relationships throughout Sanlam Corporate and the Sanlam Group.
  • Build external relationships with industry stakeholders.

Reporting, Monitoring & Continuous Improvements:

  • Record, analyse, and track complaints to identify trends, pain points, and areas for improvement.
  • Gather customer feedback and compliments (where applicable), to better understand customer sentiments
  • Prepare regular reports and presentations on complaint trends and provide recommendations to management. Track customer satisfaction metrics and ensure continuous improvement.

Quality Management:

  • Ensure Compliance: Adhere to company policies and regulatory guidelines related to complaint handling.

Train Staff: 

  • Provide training and guidance to staff on handling customer complaints effectively.

Qualifications and experience

  • Bachelor’s degree or Undergraduate degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent - NQF 7
  • 4 - 6 years proven experience in a customer service or complaints handling role
  • Financial services industry exposure is preferred
  • Demonstrated experience in working within regulatory and corporate governance environment is advantageous

Knowledge and skills

  • Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous)
  • Excellent Client Experience and behavioural skills
  • Excellent Stakeholder Management skills, both internal and external
  • Excellent Time Management skills
  • Excellent analytical, data analysis and reporting skills
  • Excellent Presentation skills
  • Conflict management skills 
  • Regulatory environment understanding and exposure advantageous. 
  • Employee-benefits related product exposure is advantageous
  • Financial services industry exposure is advantageous

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