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Complaints Support Specialists

2 weeks ago

Durban, KwaZulu-Natal, South Africa CXP are now part of the Huntswood Group Full time R250 000 - R400 000 per year

Job Description
We're Hiring: Complaints Support Specialists
We're looking for a detail-driven and customer-focused professional to support our complaints process across multiple areas, including administration, product/service complaints, and telephony.

You will deliver first-class customer service via telephony and email, supporting customers with empathy, active listening, and clear communication. Your focus will be on complaints handling and administration. High levels of engagement and professionalism are essential. As the project develops, you may receive additional training to handle more complex complaint investigations, offering opportunities for growth.

What You'll Be Doing

  • Handle inbound and outbound calls answering queries about motor finance products and processes
  • Support complaint investigations by managing correspondence, records, and reporting.
  • Ensure compliance with FCA regulations, Consumer Duty, and company standards.
  • Communicate professionally with customers, dealers, and internal teams.
  • Assist with identifying trends and root causes to improve processes.

What We're Looking For

  • Strong written and verbal communication skills.
  • Excellent organisational and administrative ability.
  • Customer service orientation with a professional telephone manner.
  • Familiarity with complaint handling processes (motor finance experience desirable).
  • Proficiency in Microsoft Office.

Minimum Job Requirements

  • National Senior Certificate (Grade 12)/Matric with Maths & English
  • Clear Credit and Criminal record
  • 1- 2 years' Proven experience in the insurance space/FSP Campaign (International Campaigns)
  • Exceptional ability to use Microsoft Office packages including Word, Excel & Powerpoint.

Required Skills

  • Communication Skills: Excellent written and verbal communication, including professional correspondence and telephony.
  • Regulatory Awareness: Familiarity with FCA regulations
  • Customer Focus: Experience in a customer centric environment, professionalism, and delivering fair outcomes for customers.
  • Administrative Competence: Accurate record-keeping, database management, and SLA adherence.
  • Analytical Ability: Identifying trends, root cause analysis, and risk escalation.

Core Behavior
Huntswood's employees are described as dependable, driven and collaborative.

The job holder should align to our 6 Fundamental Values:

  • Bring Your "A" Game
  • Strive For Greater
  • Enable and empower all employees
  • Do the right thing
  • Own it
  • Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."
NB: All appointments are subject to the positive outcome of pre-employment verification checks.
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