Complaints Resolution Specialist

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

The work is in Isando, Gauteng, so you'll need a reliable way to get there every day.

• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.