Complaints Management Officer - Office of the Principal Officer - Medical Scheme - Pretoria

JOB SUMMARY
The Complaints Management Officer will be responsible for the ongoing administration, supervision and continuous improvement of internal systems to ensure compliance with complaint handling as well as the reporting requirements.

The Complaints Management Officer will be critical to ensuring the timely completion of assigned activities related to compliance support activities in respect of the Scheme’s complaints management framework to ensure its success both internally and externally. The incumbent will work under the direct supervision of the Senior Manager: Complaints Management in the Office of the Principal Officer. This role operates at a mid-management level within the organisation:

? To be an effective communicator and ensure all complaints are acknowledged in a timely manner with members/healthcare providers are kept informed throughout the complaint process.
? To manage the resolution of customer complaints in line with prescribed timelines
? To be the first point of contact for all cross functional member related issues
? To liaise with the Senior Manager on a weekly basis and report on the level of customer complaint resolutions
? To provide complaint trends and communicate lessons learnt to Senior Management so as to ensure the improvement in service levels

Requirements

? Law / Business Degree. Post graduate qualifications will be an advantage
? 5 – 8 years of previous experience of complaints handling and working in a customer service environment
? Information gathering, research and analysis
? Producing performance statistics
? First class interpersonal skills, able to communicate with a wide range of people
? Ethical focus on treating customers fairly
? Courteous yet assertive
? Trustworthy and reliable
? Organised and methodical
? High attention to detail
? Respect for customer and business confidentiality
? Have the ability to work well as part of a team
? Be computer literate on advanced level
? Self-motivated and pro-active
? Have Strong negotiation skills and Deductive reasoning
? Strong leadership qualities
? have resilient pressure management abilities
? Hands-on experience project studies and implementation
? Must be in possession of a valid driver’s license and own vehicle and be willing to travel at short notice

Desirable
? Have an understanding of medical schemes industry