Summary
Date Posted: Saturday, June 24 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
• To provide support to the Service Function by through capture, manage & track resolution of complaints to the best of their/the bank’s ability within target response timescales. Mainly dealing with customer calls; queries & complaints resolution from the branches. To drive and deliver a step change in customer service.

Job Description
Business Support- 50% Outputs:
• To capture, manage & track resolution of complaints to the best of their/the bank’s ability within target response timescales
• Resolve & Respond to all customer queries/complaints logged at the branch and other channels within 48 hours .
• Identify systems and processes that create barriers to serving customers and recommend or improve/eliminate them to create value for customers
• Represent a central point of reference, best practice and ownership in the business for complaints.
• Regularly commission and supply reports to inform the Business on Top 3 prevalent complaints in the branch.
• Follow up any actions arising from the review of such data
• Ensure all data/letters are appropriately filed.
• Be available to support in any other duties within the branch as assigned by the line manager.

Service Improvement-20% Outputs:
• Ensure that service levels are maintained and adhered to through timely resolution of queries/Complaints.
• Ensure data integrity is maintained.
• Handle escalated customer queries/issues/complaints.
• Liaise with business units through care calls to ensure customer service standards are adhered to and improved on.
• Drive performance through initiatives and procedural changes that improve customer service at reasonable costs.

Developing Capability-20% Outputs:
• Assist to Identify, recognize and reward staff for excellent customer service
• Identify training needs and recommend to the Training Analyst/Branch Manager the requirements to satisfy those needs

Risk Management-10% Risk & control Outputs:
• Ensure adherence to statutory, legal and group requirement e.g. GMS V5.
• Maintain a good risk profile with tight controls on SLAs
Responsible for the administration of an effective statistical information process relating to productivity and service levels.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.

Education
• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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