Consultant: Complaints Management (Pipeline)

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Date: 14 Jul 2026

Location: ZA

Company: Capitec Bank Ltd

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This advert is purposed at attracting talent for future dated opportunities.

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2.  Once you have completed the above finalize your application by clicking apply below

Purpose Statement

  • To contribute to reputational risk management and client retention through the effective investigation and resolution of client complaints, while delivering a fair, empathetic, and high‑quality client experience. The role focuses on service recovery, identifying root causes, and preventing repeat complaints.

  • The Consultant: Complaints Management team manages complex and escalated client complaints that require deeper investigation, cross‑functional collaboration, and structured decision‑making. Consultants work within defined SLAs and quality standards to ensure complaints are resolved thoroughly and consistently.

     

Experience

Minimum:

  • 2 - 3 years’ experience in end‑to‑end investigation of client complaints by analysing interactions, processes, and product usage to determine root causes.

Ideal:

  • Previous experience in dealing with complaints
  • Exposure to ERP or task management system

Qualifications (Minimum)

  • Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

  • A relevant tertiary qualification in Customer Management

Knowledge

Minimum:

  • Administrative procedures and processes
  • Office Management Systems

Ideal:

  • Banking / financial services products
  • Complaints management / handling protocol and facilitation

 

Skills

  • Administration Skills
  • Attention to Detail
  • Business writing skills
  • Computer Literacy (MS Word, MS Excel, MS Outlook)
  • Planning, organising and coordination skills

Conditions of Employment

  • Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.