Consultant: Complaints Management

Purpose Statement

1. COMPLAINTS HANDLING

• Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines. 
• Analyse information relating to complaints obtained from various internal stakeholders and identify root causes. 
• Escalate complaints to relevant internal Departments if necessary. 
• Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints. 
• Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases). 
• Provide timeous feedback to clients throughout resolution of complaints.  
• Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

• Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process. 
• Maintain consistent and high standard of service behaviour to deliver on optimal client experience.  
• Identify areas of poor client experiences, and work with Team Leader to ensure recovery. 
• Achieve optimal turnaround time for complaints. 
• Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

• Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting. 
• Provide complaint information input into the weekly and monthly Management report. 
• Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

• 2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations.
• Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

• Broad knowledge of banking and/or credit products and services.
• Knowledge of Operational Risk
• Banking industry
• Relationship management
• Complaint handling and conflict resolution
• Knowledge of client experience and processes
• Telephony etiquette, especially in potential conflict situations

• To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Experience

1. COMPLAINTS HANDLING

• Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines. 
• Analyse information relating to complaints obtained from various internal stakeholders and identify root causes. 
• Escalate complaints to relevant internal Departments if necessary. 
• Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints. 
• Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases). 
• Provide timeous feedback to clients throughout resolution of complaints.  
• Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

• Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process. 
• Maintain consistent and high standard of service behaviour to deliver on optimal client experience.  
• Identify areas of poor client experiences, and work with Team Leader to ensure recovery. 
• Achieve optimal turnaround time for complaints. 
• Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

• Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting. 
• Provide complaint information input into the weekly and monthly Management report. 
• Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

• 2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations.
• Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

• Broad knowledge of banking and/or credit products and services.
• Knowledge of Operational Risk
• Banking industry
• Relationship management
• Complaint handling and conflict resolution
• Knowledge of client experience and processes
• Telephony etiquette, especially in potential conflict situations

• To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

1. COMPLAINTS HANDLING

• Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines. 
• Analyse information relating to complaints obtained from various internal stakeholders and identify root causes. 
• Escalate complaints to relevant internal Departments if necessary. 
• Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints. 
• Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases). 
• Provide timeous feedback to clients throughout resolution of complaints.  
• Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

• Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process. 
• Maintain consistent and high standard of service behaviour to deliver on optimal client experience.  
• Identify areas of poor client experiences, and work with Team Leader to ensure recovery. 
• Achieve optimal turnaround time for complaints. 
• Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

• Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting. 
• Provide complaint information input into the weekly and monthly Management report. 
• Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

• 2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations.
• Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

• Broad knowledge of banking and/or credit products and services.
• Knowledge of Operational Risk
• Banking industry
• Relationship management
• Complaint handling and conflict resolution
• Knowledge of client experience and processes
• Telephony etiquette, especially in potential conflict situations

• To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Skills

Conditions of Employment