Client Liaison Consultant at AfroCentric Group

What You Will Do

• As our Client Liaison Consultant, you will play a vital role in ensuring a seamless, supportive, and high‑quality service experience. Your responsibilities will include:

Client Support & Query Resolution

• Provide onsite, face‑to‑face support to members and client stakeholders.
• Resolve queries at first contact wherever possible within defined service level timelines.
• Track, manage, and ensure accurate closure of client queries.
• Assist with onboarding, membership changes, and updating client information.

Relationship & Stakeholder Management

• Build strong, trust‑based relationships with members, unions, payroll teams, service providers, and internal stakeholders.
• Ensure client expectations are managed effectively and service levels are consistently met.
• Promote AfroCentric’s values through exceptional professionalism and service behaviour.

Education, Communication & Reporting

• Conduct onsite presentations and educational sessions regarding benefits, scheme rules, and internal processes.
• Prepare weekly, monthly, and ad‑hoc reports and summaries.
• Engage in proactive communication to enhance client understanding and service satisfaction.

Service Delivery Improvement

• Monitor turnaround times and quality standards to ensure continuous improvement.
• Identify service bottlenecks and recommend enhancements.
• Escalate compliance or policy-related matters through proper channels.

Professional Development & Leadership Contribution

• Stay updated on industry trends and scheme rules.
• Share knowledge with team members to support excellence.
• Demonstrate ownership of your development and performance.

Minimum Requirements

• Matric (Grade 12) — essential.
• Diploma in Business Management, Clinical, or a related field — advantageous.

3 – 5 years’ experience in:

• Healthcare industry
• Customer service / client-facing roles
• Quality assurance
• Reporting and trending
• Strong communication skills (verbal & written).
• Solid understanding of healthcare processes, rules, and systems.
• Problem-solving ability with exceptional attention to detail.
• Valid driver’s licence — essential.

Competencies That Set You Apart

• Passion for client service and people engagement
• Ability to work independently and collaboratively
• Strong administrative, reporting, and systems capability
• Professional, ethical, and aligned to AfroCentric values
• Stakeholder management confidence
• High resilience and adaptability