Administrative Support – Complaints & Ombudsman Services at Absa Group Limited (Absa)

Job Summary

• To provide administrative and operational support to the Ombudsman Liaison, Level 2 Complaints Team, and Complaints Manager.
• This role ensures efficient handling of complaints, accurate record-keeping, and timely communication with stakeholders and regulatory bodies.

Job Description

Key Responsibilities

Ombudsman Support (50%)

• Assist and support in managing Ombudsman service groups
• Ensuring all complaints received from Ombudsman is updated on the system assigned to Ombudsman Liaison for investigation
• Support and assist in gather information to assist with investigations or resolution
• Acknowledging complaints with complainants or Regulatory when Liaison is on Leave
• Assist with weekly reminders and follow up to business and regulator

Level 2 Support (40%)

• Assigning and capturing new cases
• Follow-up to BUs for requests for feedback and updates
• Acknowledge complaints – when necessary
• Stand in for the person who is on leave – Handle complaints for that person that is left in the queue or comebacks.

Complaints Manager Support (10%)

• Assist with weekly extract of open complaints for weekly check in meetings
• Assist with setting up meetings with complaints team and business stakeholders
• Preparing CCRC complaints packs and sending out agenda with invites
• Minute recording of meeting and assisting with tracking and following up with action owners for open items

Required Experience & Skills

Experience

• Life Insurance Knowledge
• Customer Service or Complaints management experience

Skills Required

• Strong Administrative
• Listening and Telephone Etiquette Skills
• Proactive management of tasks
• English and Afrikaans reading, writing and speaking.
• Problem Solving
• Communication Skills
• Conflict Resolution
• Attention to detail and Multitasking

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

End Date: July 22, 2025