Client Relationship Manager: Complaints - Pinelands

In brief

Overview Old Mutual is seeking a Client Relationship Manager specializing in Complaints for their Pinelands office. This role involves joining the Client Service Delivery team as a dedicated and customer-focused Complaints Handler. The successful candidate will be key in resolving escalated client complaints, managing associated reputational risk, and driving continuous improvement within the complaints handling value chain. What you will do * **Client Service Delivery:** Deal with escalated client queries and complaints, ensuring their resolution to completion. Act as a support person and point of escalation for complex cases or clients. Facilitate root cause analysis and solution/action tracking across organisational boundaries. Ensure service delivery to clients and intermediaries remains aligned with approved business practices. Manage reputational risk associated with complaints through professional and compliant engagement. Provide technical product and process support to manage customer cases through to finalisation. Remain up to date with product, process, and regulatory developments. Adhere to all business policies, procedures, and office rules in the execution of daily duties. * **Operational Efficiency:** Ensure compliance with the Complaints Standard Operating Procedures (SOP) and agreed Service Level Agreements (SLAs). Apply root cause analysis to drive process improvements and implement sustainable solutions. Develop and maintain tracking mechanisms to measure the effectiveness of corrective actions. Implement and maintain appropriate controls to ensure adherence to policies and governance requirements. Utilise available systems and tools to enhance reporting, highlighting trends, effectiveness of actions taken, and areas for improvement. Identify opportunities to enhance tools and reporting capabilities to improve insights into complaints handling and trends. * **Personal Effectiveness:** Actively demonstrate and live the company values in all interactions. Take accountability for service delivery outcomes through own efforts. Collaborate effectively with internal stakeholders to achieve shared and individual objectives. Manage own time, tasks, and quality of output independently, across short- to medium-term deliverables (1 day up to 3 months). Continuously broaden individual skills and contribute beyond core responsibilities where required. * **Quality Assurance:** Adhere to agreed service, quality, and compliance standards. Perform quality checks on own work to ensure accuracy and completeness. Initiate, support, and promote continuous improvement across the administration and complaints handling value chain. Requirements (from the original advert) * **Education:** * NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent * **Skills & Experience:** * Strong understanding of customer service principles, governance, and reputational risk management. * Excellent communication skills (written and verbal), with the ability to handle sensitive and complex matters professionally. * Strong analytical and problem-solving skills, including root cause analysis. * Ability to work independently, manage multiple priorities, and meet SLA-driven deadlines. * **Skills:** * Consultative Selling * Customer Complaint Management * Customer Feedback Management * Customer-Focused * Customer Relationship Management (CRM) Software * Customer Service * Customer Service Operations * Customer Understanding * Data Management * Digital Consumer Engagement * Identifying Sales Opportunities * Probing Questions * Sales Data Management * Strengthening Customer Relationships * Upselling * **Competencies:** * Action Oriented * Collaborates * Communicates Effectively * Customer Focus * Decision Quality * Directs Work * Interpersonal Savvy * Manages Complexity Who should apply A dedicated and customer-focused individual passionate about resolving escalated client complaints and managing reputational risk. The ideal candidate will be proactive in driving continuous improvement in complaints handling, demonstrate accountability, collaborate effectively with internal stakeholders, and manage their tasks and output independently. They should embody company values, continuously seek to broaden their skills, and be focused on delivering high-quality service outcomes. Deadline 15 October 2026, 23:59 Reference Original posting: https://www.myjobmag.co.za/job/client-relationship-manager-complaints-pinelands-old-mutual Source: myjobmag

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At a glance

• At least 3 years of experience.

• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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