Gap Executive Office Consultant (Temporary) at Kaelo Engage

Job Description

The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

• Manage service and channels: Direct, Indirect and outbound
• Manage all stakeholders with a focus on employers and intermediaries
• Manage operational queries with immediate action and expectations
• Manage the team that ensures an operational internal system remains in place to monitor the fair treatment of the complainants in rejections and complaints 

Manage escalations and complaints
- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by: 
-- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints 
-- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and 
-- Correcting, where reasonable to do so, such root causes 
- Conduct monthly Trend analysis 
- Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments
- Reporting and maintenance of all relevant registers
 

Qualifications

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE
REQUIRED

• Executive queries and complaints resolution
• Knowledge and experience in the Health Industry
• Working on social media platforms

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED

• Matric 
• Computer literate 
• Knowledge of FAIS legislation  
• Regulatory Exams a qualified representative level 

PREFERRED

• 3 Years’ experience within the Gap Cover industry 

TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED

• Customer focus 
• Time management 
• Excellent verbal and written communication skills 
• Interpersonal skills 

PREFERRED

• Product Knowledge

Additional Information

•       Accountability
•       Action orientated
•       Communication
•       Business writing and presentation skills
•       Problem solving skills
•       Creative thinking         
•       Strong relationship skills
•       Growth and development mind-set     
•       Planning and organisation
•       Resilient and adaptive     
•       Systems thinking and connecting ability     
•       Professional and brand conscious

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