Customer and Broker Experience Insights

1 week ago


Parktown, South Africa Hollard Recruitment Full time

**Job Advert Summary**:
Helloan exciting new opportunity has just become available in our **Insure Operations - Customer Experience Team** We are looking to recruit a **Customer & Broker Experience Insights Administrator.**

**Role Objectives**:
The main purpose of the role is to support the Customer & Broker Experience (C&BX) team with customer and broker experience data and insights, Customer Resolution (complaints management / Respond) administration (including minutes), data extraction and analysis; social media administration, ad hoc C&BX projects; etc. The incumbent will also be required to collate and compile certain C&BX reports, conduct research and compile write ups, collect, and disseminate insights, using the technology tools available.

**Key Responsibilities**:

- Maintain the learnings and insights repository for the Customer & Broker Experience team (including a repository of customer journey maps for Insure; survey feedback; complaints learnings; etc).
- Collect primary and secondary research from selected research tools and surveys, as well as insights gleaned from various voice of customer and broker experience platforms.
- Manage the Hollard Insure complaints inbox (including the Internal Adjudicator and OSTI inbox)
- Log, allocate and acknowledge complaints from all channels (including social media, Regulatory and CEO complaints), including broker registers
- Compile monthly management reports which include Infographics on Customer resolution, OIA, OSTI and Manco
- Compile quarterly reports to the FSCA (CBR Submission and adhoc reports)
- Perform a super-user function for all the customer tech tools within Insure, collecting and managing change requests and enhancements.
- Manage ad hoc C&BX projects as and when required.
- Conduct data extraction and analysis, social media administration,
- Manage ad hoc C&BX projects; etc.
- Conduct research and compile write ups,
- Collect, and disseminate insights, using the technology tools available.

**Required Knowledge and Experience**:

- 2 - 5 years related experience
- Background in admin and Insights management.
- Strong communication skills (written and oral)
- Excellent people management and team leadership skills
- Strong project management and delivery skills
- Delivers results
- Networking and collaboration
- Excellent verbal and written communication skills
- Ability to effectively deal with irate customers
- Ability to work in a high -pressured environment
- Good organizational skills

**Educational Requirements**:

- Matric
- Relevant Bachelor’s degree or Insurance Qualification



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