Complaints Manager jobs in Cape Town, Western Cape

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness andrewards programme), and our other specialist brands, including Guardrisk and Eris PropertyGroup, the group enables business and people from all walks of life to achieve their financialgoals and life aspirations. We help people grow their savings, protect what matters to themand invest for the future. We help companies and organisations care for and reward theiremployees and members. Through our own network of advisers or via independent brokersand utilising new platforms Momentum Metropolitan provides practical financial solutions forpeople, communities, and businesses.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Lead a team to support clients with requests, queries, escalations and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.

Requirements

Qualification

• Valid Matric Certificate
• Relevant Degree or Diploma (Advantageous)

Experience

• 3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
• 4 - 5 years' experience in client service environment with proven knowledge of customer service principles and practices.
• 2 - 3 years’ management experience.
• Exposure to the health / insurance industry (preferred).

Knowledge

• Medical Scheme industry operations and healthcare administration environments.
• The Medical Schemes Act and related regulatory and compliance requirements.
• Schemes Rules, policies, procedures, and operating frameworks.
• Complaints management frameworks, methodologies, and industry best practices.
• Customer service recovery principles and complaint resolution techniques.
• Customer Experience (CX) management principles and measurement practices.
• Root Cause Analysis (RCA) methodologies and problem-solving techniques.
• Service Level Agreement (SLA) management and performance monitoring principles.
• Quality assurance standards, processes, and continuous improvement practices.
• JIRA complaint management systems and workflow management tools.
• Reporting, data analysis, and performance measurement principles.
• Business process improvement methodologies and operational efficiency practices.

Technical Skills

• Complaint investigation and resolution.
• Service recovery management.
• JIRA utilisation.
• Report writing and presentation.
• Data analysis and trend identification.
• Process improvement and workflow management.

Behavioural Skills

• Customer centricity.
• Coaching and mentoring.
• Problem solving.
• Decision making.
• Conflict management.
• Stakeholder management.
• Influencing and negotiation.
• Planning and organising.
• Resilience under pressure.
• Strong written and verbal communication skills.

Duties & Responsibilities

INTERNAL PROCESS

Drive service recovery and complaint resolution processes

• Monitor and manage escalated complaints and service failures through to resolution.
• Ensure service recovery actions are implemented consistently and effectively.
• Identify recurring service failures and coordinate corrective actions.

Customer insights and trend analysis

• Analyse complaint trends, root causes and customer feedback.
• Develop and implement corrective and preventative action plans.
• Monitor effectiveness of interventions and report improvement outcomes.

Continuous improvement

• Identify opportunities to improve customer journeys, processes and turnaround times.
• Participate in process improvement initiatives and projects.
• Recommend enhancements to systems, workflows and operating procedures.

Operational governance

• Ensure JIRA workflow compliance and data quality.
• Monitor adherence to complaint handling standards and escalation protocols.
• Maintain accurate management reporting and dashboard oversight.

CLIENT

Customer Experience Management

• Ensure a positive and professional customer experience across all complaint channels.
• Facilitate effective service recovery for dissatisfied members, providers and stakeholders.

Stakeholder Engagement

• Build and maintain effective relationships with Scheme representatives and Business Partners.
• Proactively communicate complaint trends and service risks to stakeholders.
• Facilitate collaborative problem-solving to improve customer outcomes.

Customer Feedback and Satisfaction

• Monitor customer feedback and identify improvement opportunities.
• Support initiatives aimed at improving customer satisfaction and reducing complaints.
• Ensure customer expectations are managed through regular communication and feedback.

PEOPLE

Leadership and People Management

• Lead, coach, and mentor team members to enhance complaint resolution effectiveness, customer engagement, and service excellence.
• Conduct regular quality assurance reviews, performance assessments, and constructive feedback sessions to drive continuous improvement.
• Develop and implement individual development plans (IDPs) to support employee growth, skills enhancement, and career progression.
• Foster a high-performance culture focused on accountability, collaboration, and customer-centric service delivery.

Performance Management

• Monitor and manage team performance against established Service Level Agreements (SLAs), productivity targets, quality standards, and customer experience metrics.
• Identify performance gaps and implement appropriate performance improvement interventions to ensure operational excellence.
• Recognise, reward, and promote high performance and positive customer outcomes within the team.
• Ensure adherence to departmental objectives, policies, procedures, and regulatory requirements.

Capability Development and Training

• Facilitate and coordinate training initiatives related to complaints management, service recovery, customer experience, systems utilisation, and regulatory compliance.
• Ensure team readiness and effective adoption of process, system, legislative, and business changes.
• Support talent management, succession planning, and employee development initiatives to build organisational capability.
• Promote continuous learning and knowledge-sharing practices within the team.

Employee Engagement and Culture

• Drive a culture of customer centricity, accountability, professionalism, and continuous improvement.
• Encourage innovation, problem-solving, and the sharing of best practices to improve team effectiveness.
• Build and maintain a positive, engaged, and inclusive work environment that supports employee wellbeing and performance.

FINANCE

• Contribute to the development of area specific budgets to minimise expenditure, inalignment with operational plans.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Implement and provide input into governance processes, systems and legislation withinarea of specialisation.
• Escalate unresolved policy and governance compliance issues via appropriate channels forinvestigation and resolution purposes.
• Provide input into the risk identification processes development and communicaterecommendations in the appropriate forum.

Competencies

• Leadership and Coaching
• Stakeholder Management
• Customer Focus
• Analytical Thinking and Problem Solving
• Decision Making
• Performance Management
• Conflict Resolution and Negotiation
• Communication and Interpersonal Skills
• Planning and Organising
• Continuous Improvement Mindset