Huntswood
Umhlanga, KwaZulu Natal
Permanent
Posted: 13 November 2025
Job Details
Minimum experience
Mid-Senior
Company primary industry
Customer Services
Job functional area
Customer Service
Job Description
Job Overview:
As a Complaint Specialist in our team, you will handle complaints resolution abiding by set procedures, ensuring that customers cases are resolved in a timely accurate manner. Working in our early resolutions complaints department you’ll be a key point of contact for customer’s with insurance and / or service-related complaints.
Job Responsibilities
Ensuring that customers satisfaction and quality is prior and delivering exceptional customer service.
Understanding the customers perspective, running case from start to finish.
Building rapport with the customer and providing the best possible outcome for customer complaints.
Manage customer complaints proactively
Ensure that any new regulations or processes are effectively implemented.
Follow communication procedures, guidelines, and policies.
Ensure all complaints are managed within the company target SLAs.
Address customers in proffesional and empathetic manner especially with dealing with vulnerable customers.
Create a memorable customers interaction on every call.
Ensuring targets are reached daily.
Job Requirements
Matric / NQF level 4
Minimum of 6 months previous complaints handling experience.
KPI’s / Perfomance are met consecutively for past 3 months.
No prior warnings
Required Skills
Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate.
Previous complaint handling experience within FCA regulated business ideal.
Experience in closing complaints
Full compaint handling cycle experience is essential.
Passionate about providing the best resolution for the customer.
Required Knowledge
Good communication skills – articulation and comprehension
Confidence in decision-making, under pressure.
Ability to work autonomously and under pressure.
A passion to deliver a first-class customer service.
Core Behaviour
Huntswood’s employees are described as dependable driven and collaborative.
The job holder should be able to demotrate they are:
Confidential, reliable, and genuine
Dynami, passionate, and determined
Friendly, compassionate, and cooperative
“It’s not just about what we do, but the way we do it. And it’s our values that make us special. ”
NB: All appointments are subject to the positive outcome of prey-employment verification checks.
