Complaints Advisor

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 Behaviors: Huntswood a ResultCX company employees have: A Winning Mindset Bring Youre A Game Passion is contagious! Work every day like its your first day on the job. Strive for Greater Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward. Servant Leadership Enable and Empower all Employees Our employees are the heart of our success Do the Right Thing Be empathetic and respectful to everyone always. Act with integrity even if no one is watching. 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. *Subject to HW incentive & remuneration policies, speak to your recruiter for more information .