Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Centurion. People who do well here are steady, honest and not scared to ask when something is unclear.

The site is in Centurion; early starts mean public transport timing matters, so check your route before applying. You'll start with a short induction before working on your own.

• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.

• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Written English good enough for client reports

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").