Complaints Advisor G3

You will handle inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries. You will also complete end to end 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

• 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 high quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
• Manage customer cases and complaints end to end, ensuring decisions align with regulatory standards
• Conduct comprehensive case reviews, gathering evidence and validating information
• Handle objections, evidence reviews and case reconsiderations.
• Identify and escalation complex queries, complaints and vulnerable customer cases

• Minimum of a Matric/NQF 4 qualification
• Min 1-year unbroken previous experience is essential in a fast paced telephony environment, complaints handling, or case management.

• 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 skillsGood IT literacy and data entry accuracy

• 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

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:

• Own it - take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create "WoW" moments for your customers every time.

• 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.

• Bring your A game every day.
• Passion is contagious- work everyday like it is your first day on the job.

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

"It's 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.