Service Executive (Complaints)

About the role

The Service Executive will own complex, escalated complaints from investigation through to resolution, ensuring members receive fair and timely outcomes. Working in a hybrid model, you will collaborate with senior stakeholders and frontline Relationship Managers to uphold the highest standards of customer service.

Key responsibilities

• Take full ownership of high‑complexity complaints, driving them to resolution as quickly as possible.
• Maintain regular communication with senior stakeholders, providing concise updates and managing expectations.
• Analyse complaint trends, coach Relationship Managers, and recommend process improvements.
• Support frontline staff in handling difficult complaints and ensure compliance with FCA and FOS guidelines.
• Authorize compensation and ex‑gratia payments in line with Redress policies.
• Prepare clear, regulatory‑compliant correspondence for complainants.

Required profile

• Minimum 2 years of customer service experience in a fast‑paced environment.
• Strong written and oral communication skills.
• Proactive, positive attitude with the ability to work under pressure.
• Excellent organisational and problem‑solving abilities.

Required skills

• Microsoft Office (Word) proficiency

What we offer

• Hybrid working – 2 days per week onsite at our Sandton office.
• Full‑time permanent role (37.5 hours per week) with flexible‑working discussions.
• Opportunity to influence service improvement and drive customer‑centric change.