Complaints Officer (Employee Benefits)

SUMMARY:
Maintaining and improving the image of company by providing prompt, polite and efficient client service

POSITION INFO:
JOB DESCRIPTION
Accountability

• Accountable for the achievement of operational objectives through resolving customer/ client/ PFA complaints

• Effectively assist with complaints escalated in the event of non-responses, escalating these enquiries to the appropriate management
• Effectively assisting with complaints from walk-in members to ensure successful resolution
• Manage and log all complaints received onto the complaints management system
• Manage the contact us mailbox within 24 hours (1 business day), ensure all complaints are logged and managed on CMS

• Provide customers with world class Client Service
• Keep customers up to date regarding the progress of their complaints, manage their expectations and deliver on promise
• Always find ways to improve customer service/ customers experience by providing the business with feedback and driving continuous improvement across the Group

• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
• Treat colleagues with integrity, respect and empathy
• Must internally maintain excellent communication with colleagues in the front line team to assist in ensuring the smooth operation of services
• Share knowledge and skills with other members of the team

• By identifying and pursuing new opportunities aligned to TCF and maintain good client relationships.
• Act as a brand ambassador by modeling the service standards in every interaction with clients, colleagues, service providers and the general public
• Fulfills his/her duties in such a manner that the relevant TCF outcomes are delivered

• Minimum of Grade Twelve (12)/ Matric with English
• Relevant Degree/ Tertiary Qualification and Post Graduate Qualifications would be advantageous

• Minimum of One (1) to Three (3) years managing complaints
• Minimum of Two (2) to Four (4) years within the customer service environment
• Minimum of Two (2) to Four (4 years) within financial services

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