Complaints Team Leader at Kontak Recruitment

• Lead a high-performing complaints team within the insurance sector, ensuring efficient resolution and regulatory compliance.
• Take ownership of processes, improve service delivery, and play a key role in driving customer satisfaction and operational excellence.

Minimum Requirements

• Grade 12 or equivalent qualification
• Minimum 5 years complaints management experience within insurance or financial services
• Minimum 2 years in a supervisory or senior support role
• Proficient in MS Office including Excel, Word and Outlook
• RE1 and RE5 essential
• Strong knowledge of FAIS, TCF and Long-Term Insurance legislation
• Experience handling complaints and queries within insurance
• Strong communication skills in English
• Ability to work under pressure and meet deadlines
• High attention to detail and strong time management

Duties and Responsibilities

• Lead and manage the complaints team to ensure service standards are met
• Ensure all complaints and queries are resolved efficiently and within required timelines
• Assess and classify incoming correspondence as complaints or queries
• Gather and verify all required documentation to resolve complaints
• Handle new complaints in line with the complaints management framework
• Acknowledge complaints across multiple channels including email, phone and walk-ins
• Redirect queries to relevant departments where necessary
• Communicate clearly and professionally with all stakeholders
• Interpret and explain insurance products to clients
• Maintain accurate records and update internal systems with detailed notes
• Ensure compliance with FAIS, TCF and relevant legislation
• Monitor customer interactions to ensure adherence to company standards
• Continuously review processes to ensure alignment with regulatory requirements
• Support the department with additional reasonable tasks when required