Complaints /Customer Service Support Advisor at Huntswood

• We’re looking for a detail-driven and customer-focused professional to support our complaints /Customer service 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 /insurance 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.