Service Executive - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Vitality Life
Function:Customer Experience
Date:17-Feb-2023- Discovery - VitalityLife

Service Executive

About Discovery
Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
Key Purpose
Providing the highest level of customer service to our members. This role requires versatility, attention to detail and excellent verbal and written communication skills to aid in the resolution of escalated complaints at the earliest opportunity. You will proactively take and maintain ownership of complaints until resolved. You will manage stakeholders, carry out thorough investigations, identify and address each issue raised, deliver outcomes over the phone and provide complainants with accurate written summaries of complaints. A high level of knowledge of different areas across the Group is needed. A positive and organised approach is essential for this challenging but rewarding position.
Areas of responsibility may include but not limited to
Taking and maintaining ownership of complaints at the highest complexity that are escalated or referred to you, resolving them at the earliest opportunity, ensuring all actions relating to the resolution are carried out.
Liaising with senior stakeholders to ensure they are kept fully uptodate and that expectations are set and managed. Able to relay concise but comprehensive reporting on escalated complaints.
Identifying trends in escalated complaints in order to provide comprehensive coaching to the Relationship Manager population across the business.
Reviewing existing complaints to identify opportunities for improvements in our products and processes instigating change within the business, and potentially liaising with Governing bodies.
Providing support and assistance to Relationship Managers in order to resolve more complex complaints at frontline.
Providing the highest standard of customer service working to FCA guidelines, and providing FOS rights as necessary.
Providing compensation when necessary and in line with Redress guidelines. Logging any exgratia/manual payment requests and authorising other colleague's requests.
Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with FCA regulations, providing FOS referral details where appropriate
Being a champion for change and supporting management decisions, contributing towards the achievement of own and team objectives by maintaining a great team spirit.
Personal Attributes and Skills
Deciding and initiating action
Analysing
Delivering Results and Meeting Customer Expectations
Adhering to Principles and Values
Persuading and influencing
Coping with extreme pressure and setbacks
Presenting and Communicating Information
Education and Experience

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Education/Experience:

Matric
At least 2 years customer service experience in a fastpaced working environment

Desirable:

Complaint handling accreditation
Knowledge of FCA guidelines
Previous professional experience of working as a complaints handler

Skills:

PC literacy
Excellent written and oral communication skills
A passion for customer service
An eager, positiv_e an_d proactive approach
Problemsolving skills and thrives working under pressure
Strong organisational skills
Keen attention to details
EMPLOYMENT EQUITY

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.