Senior Specialist: Complaints Resolution at Mutual & Federal

Job description

Detailed Description

• Implement and take accountability for the, operational framework and processes, of the complaints management function, partnering with the Manager: Risk, Compliance & Complaints to ensure an optimised model is in place
• Facilitate and maintain an effective TCF( Treating Customer Fairly) approach to the management of complaints
• Contribute to the maintenance of a iWYZE wide complaints reporting and tracking system (Response)
• Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing reports
• Appropriately escalate complaints to different specialist areas
• Manage complaints end-to-end, by prioritising according to agreed criteriaeven if resolution is finalised in another department
• Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach.
• Take a leading role in promoting the reporting of and learning from complaints including:
• Undertaking Divisional trend analysis
• Providing feedback/reports to the relevant departments within iWYZE
• Track the progression of action plans from complaints
• Monitor and track complaint trends, highlight risk factors etc to enable proactive solutions
• Produce reports on complaints, monitoring trends, response times, outcomes and action arising from complaints to enable proactive responses from business
• Provide complainant with feedback on the status of a complaint ensuring complainant is constantly informed on progress
• Prepare formal responses to customer complaints .

Job Requirements

Essential

• Digital & Social Media Complaints experience (Non-negotiable)
• 3 - 5 years’ relevant (Customer Care/Service/Complaints) experience
• Short-Term Insurance experience

Desirable

• Knowledge and understanding of M&F (iWYZE) systems and processes
• Knowledge and understanding of insurance policy wordings

Additional Details

Shortlisted candidates will be subjected to the following statutory checks:

• ITC
• Criminal
• References