Executive Office Consultant (GAP) at Kaelo

Job Description

• The Executive Office Consultant manages high-level stakeholder queries, escalations, and complaints. The role requires sound judgement, professional communication, and a strong customer focus. Working independently and with internal teams, the consultant resolves issues, identifies trends, improves processes, and supports a better customer journey.

Key responsibilities

Service and query management

• Manage direct, indirect, and outbound queries within agreed internal turnaround times.
• Act promptly on operational queries and set clear expectations with stakeholders.

Escalations and complaints

• Manage complaints from receipt to resolution in line with the complaints management process.
• Analyse complaint and rejection data to identify recurring or systemic issues and potential operational risks.
• Investigate individual complaints to identify root causes across complaint types.
• Assess whether identified root causes could affect other processes or products, including those not directly complained about.
• Address root causes where it is reasonable and practical to do so.
• Conduct monthly trend analysis.
• Document findings and communicate feedback and trends to relevant departments.
• Maintain accurate reports and all required registers.
• Identify opportunities to improve the customer journey.

Qualifications

Experience

Required

• Experience resolving executive-level queries and complaints.
• Knowledge of and experience in the health industry.
• RE5 compliant.

Education and qualifications

Required

• Matric or an equivalent qualification.
• Computer literacy.
• Knowledge of FAIS legislation.
• Regulatory examination qualification at representative level.

Preferred

• At least three years’ experience in the gap cover industry.
• RE5 qualification.
• NQF Level 5 qualification.

Skills and knowledge

Required

• Strong customer focus.
• Effective time management.
• Excellent written and verbal communication.
• Strong interpersonal skills.

Preferred

• Strong product knowledge.

Additional Information

Personal Attributes 

• Accountability
• Action Orientated
• Collaborative 
• Communication Skills 
• Simple Writing Skills 
• Manages Complexity
• Problem Solving Skills 
• Creative Thinking
• Decision Making SKills 
• Efficient and Effective Mindset
• Financial Acumen
• Planning and Organisation 
• Resilient and adaptive 
• Resourcesful
• Signancance and values orientated