Voice of Client (Complaints) Specialist at Sanlam Group

Key responsibilities

End-to-end Complaints Management, including but not limited to:

• Receive and Document Complaints: Handle customer complaints received via phone, email, social media, or in-person.
• Investigate Issues: Conduct thorough investigations to understand the nature of complaints and gather relevant information.
• Resolve Complaints: Develop and implement effective resolution strategies to address customer issues promptly.

Customer Communication: 

• Maintain clear, consistent and empathetic communication with customers throughout the complaint resolution process.
• Engage with customers to understand their needs and expectations better.

Collaborate with other Stakeholders, holding other accountable: 

• Work closely with other business units to resolve complaints and improve processes.
• Work closely with client experience, product house, marketing, operations, customer service, and project teams to implement continuous improvements based on feedback
• Build internal & external relationships throughout Sanlam Corporate and the Sanlam Group.
• Build external relationships with industry stakeholders.

Reporting, Monitoring & Continuous Improvements:

• Record, analyse, and track complaints to identify trends, pain points, and areas for improvement.
• Gather customer feedback and compliments (where applicable), to better understand customer sentiments
• Prepare regular reports and presentations on complaint trends and provide recommendations to management. Track customer satisfaction metrics and ensure continuous improvement.

Quality Management:

• Ensure Compliance: Adhere to company policies and regulatory guidelines related to complaint handling.

Train Staff: 

• Provide training and guidance to staff on handling customer complaints effectively.

Qualifications and experience

• Bachelor’s degree or Undergraduate degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent - NQF 7
• 4 - 6 years proven experience in a customer service or complaints handling role
• Financial services industry exposure is preferred
• Demonstrated experience in working within regulatory and corporate governance environment is advantageous

Knowledge and skills

• Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous)
• Excellent Client Experience and behavioural skills
• Excellent Stakeholder Management skills, both internal and external
• Excellent Time Management skills
• Excellent analytical, data analysis and reporting skills
• Excellent Presentation skills
• Conflict management skills 
• Regulatory environment understanding and exposure advantageous. 
• Employee-benefits related product exposure is advantageous
• Financial services industry exposure is advantageous