20252861

**Purpose of the Job**:
**Job Objectives**:
Translating the Group’s reputational approach and PR practices into practical operational processes across the Contact Centre ensuring escalations are managed according to process to mitigate any brand and reputational risks.
Supporting the Contact Centre leadership team to manage escalations, regulatory and/or reputational issues timeously and efficiently.
Receiving and resolving incoming correspondence, across channels and platforms, including the Ombudsman.
Handling all calls, complaints and other related communications from the CEO and Senior Leadership offices.
Maintaining the Group’s customer service standards in terms of the handling of correspondence and customer engagement.
Acting like a Brand representative and ambassador with professionalism throughout the process - updating customers and key stakeholders on the progress of their correspondence.
Timeously and professionally investigating, gathering information, and resolving customer correspondence and ensuring closure of issues raised.
Escalating unresolvable and/or sensitive correspondence to the Contact Centre leadership team for alignment with the Communications and PR team as relevant.
Keeping watch on all activities (within the contact centre and other escalation points) related to the reputation of the business, proactively and immediately resolving, neutralising or diffusing situations that could result in reputational risk.
Supporting the Communications and PR team with inputs and editing of all official correspondence required (media releases, CEO letters, Q&A documents, video scripts, speeches, etc.).
Creating capability to handle all escalated and reputation issues in various areas and levels in the contact centre / customer services team by building practices into the QA and Training Content and ensuring the content empowers the team to identify reputational risks at the source.
Support the Retail and Digital channels with related processes and practices as a proactive approach to preventing complaints from occurring at source.
Ensuring that all interactions and resolutions are logged - aligning with the data team to accurately categorise and close the call logs to ensure that all activities translate into insights and actions to remedy re-occurring trends and preferences.
Supporting various cross-functional teams and stakeholders with identifying improvements to their customer engagements and related escalations. Consolidating points of contact and sharing new information, insights, and decision-making data where relevant.

**Qualifications**:
Degree or Diploma in Communications, PR, Journalism, or a related field

**Experience**:
3 year's + experience in a senior customer engagement and/or communications role, with demonstrable experience of acting in a role of brand ambassador and customer champion - handling customer correspondence and resolution as a key escalation point, or similar role

**Knowledge and Skills**:
Ability to communicate in multiple languages - Zulu and Xhosa
Knowledge and experience in reputation and crisis management
Deep understanding of brand and corporate identity
Understanding of search engine behaviour, software, and tools
Strong proficiency in Microsoft Office 365, including SharePoint Online
Experience in a retail environment
Experience in a listed company

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