Fresh Jobs at Huntswood

Job Overview

• Huntswood is looking for Customer Service Advisers with Webchat and Voice experience to join our global team.
• Are you an ambitious and driven individual, with great communication skills? If YES then we are looking for you!

Job Responsibilities

• Provide responses to all, maintaining high quality of services, performance standards and attend to high volumes of calls/chats/emails.
• Proactively identify issues and problems before it arises, use effective problem-solving techniques to help customers resolve their issues.
• Progress to taking escalated calls and complaints in line with procedures.
• Working with various parts of the business to resolve issues.
• Connect and build rapport with the customer.
• Responding to customers

Job Requirements

• Matric or NQF Level 4 equivalent
• Clear Credit and Criminal record
• Computer literate
• Minimum of 1 year experience in the customer service webchat.
• Basic understanding and knowledge of the UK market is beneficial.

Required Skills

• Customer Service webchat experience
• Excellent communication (Written and Verbal)
• Ability to deal/ interact with different customers.
• Product Knowledge
• Adaptive Approach
• Core Behaviors:
• Huntswood a ResultCX company employees have:
• A Winning Mindset
• Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.
• Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.
• Servant Leadership
• Enable and Empower all Employees – Our employees are the heart of our success
• Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.
• Deliver WOW!
• Own It – Take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service – Create “WOW” moments for your customers every time.

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Job Overview:

• As a Complaints Specialist in our team, you will actively investigate and resolve complaints, ensuring good customer outcomes, regulatory timeframes are achieved, and company processes are adhered to. Using  great communication skills, to work with customers and the business to gather all the information required to achieve great customer outcomes. Identify processes First Central can improve to remove common causes of customer friction

Job Responsibilities:

• Thorough investigation and resolution of customer complaints in line with Company processes and KPIs, ensuring good customer outcomes.
• To be accountable for individual complaints and ensure progression to resolution, referring upwards to the Customer Relations Team Leader as required.
• Liaise with the appropriate business areas, where appropriate, to conduct full investigations to resolve complaints.
• Provide feedback to the Prevention Lead with regards to complaint outcomes and any trends or root causes identified, so a root cause analysis can be addressed with the business accordingly.
• Make fair and reasonable decisions in line with department guidelines escalating to the Customer Relations Team Leader where required. Handle complex complaints as necessary.
• Work accurately within Company processes to achieve high quality assurance scores on customer interactions.
• Work at a pace that ensures thorough investigation whilst meeting target metrics on the number of complaints resolved.
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times,
• Ensure that all work is carried out to a high level of accuracy and always ensure compliance with all company and other relevant standards / regulations (including The Consumer Duty).
• Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Job Requirements:

• Matric / NQF level 4
• Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
• Some experience of working within the insurance industry is essential

Required Skills:

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints, claim investigations, validations
• Excellent communication skills, both verbal (great telephone manner) and written (accurately be able to summarise findings in a written response to the customer, without error)
• Problem solving skills with the ability to translate and investigate problems and find resolutions
• High levels of resilience and tenacity
• Good organisational skills with the ability to meet tight deadlines at short notice

Required Knowledge:

• Some understanding of FCA, The Consumer Duty and FOS
• Some understanding of root cause analysis and sound knowledge of complaints handling
• Solid understanding of regulatory requirements and company principles (including Consumer Duty)
   

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What’s in it for you

• Night shift hours -rotational shifts (Between 1pm - 8am)
• Basic R8000.00 plus R2500.00 night shift allowance plus attendance bonus
• PLUS a R5000 Completion Bonus!
• Short-term contract with global exposure

Job Responsibilities

• Deliver exceptional service via webchat, voice, and email
• Resolve issues proactively and own the outcome
• Build rapport and create WOW moments for customers

Job Requirements

• Matric or NQF Level 4 equivalent.
• Clear Credit and Criminal record.
• Computer literate.
• Minimum of six (6) months of call centre experience or six (6) month related experience in financial services environment, customer service or debit card or credit card support.
• Experience or demonstrated capability in a multichannel environment (Phone/Chat/Emails)
• Basic understanding and knowledge of the US market is essential.

Required Skills

• Customer Service experience
• Excellent communication (Written and Verbal)
• Ability to analyse and troubleshoot issues and provide sound resolution.
• Ability to demonstrate writing skills as it relates to capturing case notes
• Adaptive Approach
• Able to navigate through systems