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19 Nov 2024

Permanent Voice of Client (Complaints) Specialist – Sanlam Vacancies

Sanlam – Posted by JobLink24 –  Cape Town, Western Cape, South Africa

Job Description

Sanlam Vacancies – Voice of Client (Complaints) Specialist

Role Purpose

The Voice of Client (Complaints) Specialist is responsible for managing and resolving customer complaints to ensure high levels of customer satisfaction. This role includes:

  • Conducting end-to-end complaints management.
  • Reporting on trends and insights through quality assurance and root cause analysis.
  • Driving continuous improvement of products, services, and customer experience within the Sanlam Corporate Cluster.

Key Responsibilities

Complaints Management

  • Receive and Document Complaints: Handle customer complaints via phone, email, social media, or in-person.
  • Investigate Issues: Conduct thorough investigations to identify the root cause and gather relevant details.
  • Resolve Complaints: Develop and execute effective strategies for prompt resolution.
  • Customer Communication: Maintain empathetic and clear communication with customers throughout the process.

Collaboration and Relationship Building

  • Partner with internal teams (client experience, product house, operations, and marketing) to resolve issues and implement improvements.
  • Foster relationships with external stakeholders and industry partners.

Reporting and Continuous Improvement

  • Analyse and track complaints to identify trends and opportunities for improvement.
  • Prepare reports and presentations on findings and provide actionable recommendations.
  • Gather customer compliments and feedback to understand sentiment and enhance satisfaction metrics.

Quality Management and Compliance

  • Ensure adherence to policies, regulatory requirements, and corporate governance.
  • Train and guide staff on effective complaint handling practices.

Qualifications and Experience

  • Bachelor’s degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent (NQF 7).
  • 4–6 years of proven experience in customer service or complaints handling.
  • Exposure to the financial services industry (preferred).
  • Experience working within regulatory and corporate governance environments (advantageous).

Knowledge and Skills

  • Strong written and verbal communication skills (English mandatory; additional SA languages advantageous).
  • Proficient in client experience, stakeholder management, and conflict resolution.
  • Analytical skills with expertise in data analysis and reporting.
  • Familiarity with the regulatory environment (advantageous).
  • Knowledge of employee-benefits-related products and financial services (advantageous).

Core Competencies

  • Client Focus: Delivering customer-centric solutions.
  • Drives Results: Meeting deadlines and achieving outcomes under challenging conditions.
  • Collaboration: Building partnerships to achieve shared objectives.
  • Resilience: Recovering from setbacks and maintaining focus under pressure.

Personal Attributes

  • Self-motivated, independent, and accountable.
  • Tenacious and assertive in advocating for customer and business best practices.
  • Analytical thinker with strong decision-making skills.
  • Empathetic and collaborative, ensuring customer satisfaction and team alignment.

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