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 Job Purpose

• Reporting to Service Experience & Solutions Team Lead, the role will be directly responsible for end-to-end Complaints/issue resolution and monitoring and ensuring that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers. Follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress. 
• The role will also identify thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause. 

Key responsibilities

• Handling and investigating end to end Customer complaints and Queries received via various channels i.e. branch walk-ins, contact center, social media, website, emails, digital channels etc.
• Ensuring all complaints are logged in centralized system.
• Investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and keeping them updated on the resolution progress
• Monitor and escalate recurring/thematic issues, recommend resolution and process improvements to improve overall client experience.
• Adhere to complaints management procedures and policy
• Train frontline and support teams on the complaints management procedures to ensure adherence of the same
• Conduct Voice of the Customer Surveys on the Complaints resolution process.
• Monitoring issues raised on Service Desk.

Key Performance Measures

• As described in your Personal Score Card

 Knowledge, experience and qualifications required

• University degree from a recognized institution
• Minimum of 2 years’ experience in managing customer complaints within the financial services industry 
• Excellent relationship development skills applied within a customer service role
• Excellent written and verbal communication
• Strong interpersonal and negotiation skills
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event

Leadership category responsibility framework (Core Competencies) 

Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
• Ensure that department priorities are adhered to and effectively communicated;
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
• Embody a high performance, proactive culture;
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
• Effectively set and monitor priorities and objectives for more junior staff;
• Understand and communicate objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels; 
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.

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Unposting Date: 08-07-2022

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