Complaints Officer

### **Empowering Africa’s tomorrow, together…one story at a time.** With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. [My Career Development Portal](https://absahr.service-now.com/careerdevelopmentportal): **Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.** **Job Summary** To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures . **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%** **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)