Complaints Management Specialist - Pretoria Verfied

R 650000 per annum Pretoria, Gauteng Pretoria, Gauteng more than 14 days ago 25-08-2020 4:07:03 PM
20-10-2020 4:07:03 PM
The Complaints Management Specialist 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 Specialist 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

Min 3 year Deg/Dipl: Legal/Business Management; 5 – 8 years’ work experience of complaints handling or working in a customer service environment; Must have at least 3 – 5 years of management experience; Consulting Experience will be beneficial; Analytical Skills; Self-Management