Provision of a quality complaints service for our customers by providing a clear and transparent process; Handling complaints effectively and supporting the Senior Manager: Complaints Management to find resolution for Members and/or healthcare providers who are dissatisfied with the service received; Raising awareness of best practice in complaints handling across through training programmes and a toolkit on the Intranet as well as other mediums; To create awareness of complaints procedures to improve the overall customer relationship ; Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly; Ensure the maintenance of related Complaints information systems for accurate record keeping; Initiating and participating in investigations and corrective action arising from complaints; Collaborate with member service, quality assurance, clinical service providers and physician in the investigation of complaints; Ensure the maintenance of current and complete complaint files; Prepares reports to meet regulatory and reporting requirements and for periodic management reviews; Ensure the service operates within cost efficiency; Design and report on the Scheme’s critical complaints measures; Participate and where applicable in Service Provider Network Forums, quarterly strategy monitoring and review forum; Understanding of policy environment and experience of forming policy-oriented relationships; Support the Senior Manager with requests for information as well as the resolution of Council of Medical Scheme complaints.

5 – 8 years’ work experience of complaints handling or working in a customer service environment; Consulting Experience will be beneficial; Analytical Skills; Self-Management; Excellent written and verbal skills; Good reporting skills; 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; 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.