Resolutions Team Leader

About

Description

A leading financial services provider in the Southern Suburbs of Cape Town is seeking a proactive and people-focused Resolutions Team Leader to manage high-level customer service queries, ombudsman matters, and social media escalations. This skilled role demands a strong commitment to service excellence, quick turnaround times, and empathetic communication. The successful candidate will lead a team dedicated to resolving complex issues while maintaining brand integrity and driving operational improvements. If you thrive in a fast-paced environment and have a passion for customer satisfaction, this is a prime opportunity to make a meaningful impact.

Responsibilities

• Swiftly address and resolve customer complaints related to financial services, ensuring a high level of customer satisfaction
• Communicate with customers regarding rejected claims, demonstrating empathy and understanding towards their circumstances
• Implement strategies to streamline complaint resolution processes and enhance service delivery
• Mediate conflicts and disputes with clients with tact and diplomacy
• Liaise with ombudsman services to address inquiries and requests promptly and accurately
• Collaborate with internal teams to gather necessary documentation and information for dispute resolution
• Monitor social media platforms for complaints and grievances pertaining to our products and services
• Respond proactively to mitigate reputational risks and uphold brand integrity
• Identify underlying issues contributing to complaints and inform stakeholders so they can implement effective solutions to prevent recurrence
• Engage with cross-functional teams to address systemic issues and advise on enhancing operational efficiency
• Lead and inspire a team of professionals to achieve departmental objectives and performance targets

Qualifications

• Matric Certificate
• Previous experience in a customer-facing role within the financial services industry is preferred
• RE5 is a requirement for this position and must be obtained within 3 months if not currently held
• Demonstrated leadership abilities with a track record of successfully managing teams
• Strong analytical skills with keen attention to detail and accuracy
• Excellent communication and interpersonal skills
• Ability to remain composed under pressure and navigate challenging situations effectively
• Genuine commitment to delivering superior customer service and enhancing customer satisfaction

Application instructions:

• Click On The "Apply Now" Button.