Cape Town Region: Complaints Advisor Capetown – Fixed Term Contract posted by Customer Experience People SA Ltd

Join a team where every interaction matters and so do you. Are you detaildriven, customerfocused, and ready to make a real impact? At Huntswood, were looking for passionate people who bring energy, ownership, and excellence to every task. If you thrive in a fastpaced environment and enjoy solving problems while delivering WOWlevel service, this role is for you. Job Overview: You will handle inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries. You will also complete endtoend case assessments in a regulated environment. The role involves data cleansing to ensure customer records and documents are accurate and complete before progressing each case Job Responsibilities: Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment Maintain accurate case notes, audit trails and documentation in line with scheme requirements Deliver highquality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs Manage customer cases and complaints endtoend, ensuring decisions align with regulatory standards Conduct comprehensive case reviews, gathering evidence and validating information Handle objections, evidence reviews and case reconsiderations. Identify and escalate complex queries, complaints and vulnerable customer cases Job Requirements: Minimum of a Matric/NQF 4 qualification Min 1-year unbroken previous experience is essential in a fastpaced telephony environment, complaints handling, or case management. Skills Required: Strong written and verbal communication skills. High attention to detail and sound judgement Experience Required Problem solving skills with the ability to adopt a logical approach to resolving problems Good data and statistical analysis skills Good IT literacy and data entry accuracy Preferred Requirements/Skills: Knowledge of FCA DISP, Consumer Duty and redress frameworks. Experience using case management systems in financial services. Understanding of Claims Management Companies (CMCs) and FOS escalation routes Core Behaviours At Huntswood, our people are dependable, driven, and collaborative and our values guide the way we show up for our customers, our colleagues, and our clients. The job holder should be able to demonstrate the following behaviours that bring our values to life: Deliver WOW! Own it take personal responsibility for getting things done, find a way. Deliver Unbelievable Service – Create WoW moments for your customers every time. Servant Leadership Enable and empower all employees. Our people are at the heart of our success. Do the right thing Be Empathetic Be respectful to everyone, always Act with integrity, even when no one is looking. Winning Mindset Bring your Agame every day. Passion is contagious- work everyday like it is your first day on the job. Strive for Greater Stay dedicated to continuous improvement. Challenge the status quo and bring forward your best ideas. Its not just about what we do, but how we do it our behaviours are what make us special. *Subject to HW incentive & remuneration policies, speak to your recruiter for more information .