700 Banking Manager jobs in South Africa
Transactional Banking Manager: RRB
Posted today
Job Viewed
Job Description
Job Classification
Closing Date
23 September 2025
Location
Sandton
Job Purpose
To provide transactional business solutions to meet client needs and increase sales so that the banks financial objectives are met.
Job Responsibilities
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g.Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Ensure that solutions are implemented effectively; within service level agreements; by communicating with internal support areas and external clients; identifying problems and escalating to the relevant lstakeholders.
- Ensure solutions provided comply with bank business requirements by managing client expectations and ensuring efficiency (quality and cost) of solutions provided.
- Manage risk and meet all compliance requirements by following all bank processes and legal requirements; identifying risks and taking action.
- Contribute to solution implementation by communicating with stakeholders; identifying challenges and recommending solutions.
- Identify improvements for products/solutions and processes by providing feedback to relevant internal stakeholders and partners.
- Meet client's business needs by understanding the client and their business and providing information about solutions to them and other internal stakeholders.
- Build relationships with external clients by conducting physical visits to understand client's needs and business; and by providing efficient onboarding and after sales service.
- Build relationships with internal client service teams by sharing knowledge and providing product training/upskilling and by reporting weekly on client interactions.
- Ensure that solutions are provided and problems are resolved by monitoring implementation and following up on feedback.
- Meet the needs of existing client base and increase Nedbank's market share through acquisition; cross-selling and up-selling.
- Identify business opportunities and acquire new business through partnering with Business managers; Nedbank's internal stakeholders and networking with relevant industries.
- Retain existing business by partnering with internal customer services teams to ensure that client needs and expectations are managed and met.
- Improve results by creating awareness of new products to customer service teams and by identifying opportunities for achieving and improving results.
- Achieve financial targets by monitoring monthly contributions; identifying gaps and taking action.
- Implement projects within time and budget by monitoring implementation; identifying variances and taking action.
- Maintain client pipeline by regularly updating and managing the database.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
- Identify training courses and career progression for self through input and feedback from management.
- Ensure all personal development plan activities are completed within specified timeframe.
- Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Diploma
Preferred Qualification
- NQF Level 5 qualification form Institute of Bankers or Level 5 Diploma or Degree in sales and marketing or commerce or business management.
Minimum Experience Level
- 5 years in a banking environment, in a client facing role
Technical / Professional Knowledge
- Communication Strategies
- Data analysis
- Governance, Risk and Controls
- Nedbank policies and procedures
- Principles of financial management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Nedbank culture
- Cluster Specific Operational Knowledge
- Sales Strategies
Behavioural Competencies
- Applied Learning
- Work Standards
- Leveraging a Winning Sales Strategy
- High-Impact Communication
- Managing Work
- Sales Disposition
- Sales Negotiation
- Sustaining Customer Satisfaction
-
Please contact the Nedbank Recruiting Team
Customer Relations Executive
Posted today
Job Viewed
Job Description
Purpose of the job
To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure.
Key Responsibilities
- To respond to all complaints received by our customers and representatives, meeting our obligations as a company and our governing regulations.
- To adhere to all company protocols and procedures
- To adhere to FCA and CBI rules and Non UK regulations.
- To carryout full thorough and fair investigations of all complaints received.
- Manage own workloads in a smart and effective way.
- Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.
- To keep accurate and detailed records of all complaints, following correct company procedure.
- To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA regulations.
- Escalate training and competency issues to the Complaints Manager and relevant Team Leaders.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To carry out any other ad hoc duties consistent with the position that may be required.
Knowledge, skills, and experience required
- Knowledge and understanding of travel claims/products and or assistance experience (Essential).
- Language for this role , either German, French or Portuguese
- An understanding of Personal accident products and industry (Desirable).
- Knowledge and understanding of complaint handling and insurance regulation, FCA guidelines (Essential).
- An understanding and knowledge of the FOS and FSPO (Desirable)
- Excellent verbal and written communication skills (Essential).
- Excellent customer service skills (Essential).
- Confident in dealing with deadlines and delivering to targets and objectives.
- Attention to detail with good time management.
- Computer literate.
- Adaptable to change and flexibility to deal with any tasks as required and a good team worker.
Person Specification
- Self- motivated with the ability to work on their own initiative and to manage the work assigned to them
- Providing excellent customer service with a passion
Customer Relations Manager
Posted 2 days ago
Job Viewed
Job Description
Overview
Our Wealth practice is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.
This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP / CFA designation and is eager to build long-term client relationships within a professional practice environment.
Key Responsibilities- Serve as the primary relationship manager for an allocated portfolio of clients.
- Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.
- Provide support with client onboarding, compliance documentation, and reporting.
- Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.
- Maintain accurate records of client interactions and ensure regulatory compliance.
- Assist with client reviews, preparation of reports, and follow-ups after meetings.
- Identify opportunities to add value and strengthen client relationships.
- NQF Level 6 or 7 qualification in Accounting, Finance, or related field.
- Currently studying towards or holding a CFP (Certified Financial Planner) or CFA (Chartered Financial Analyst) designation.
- Strong communication and relationship management skills.
- Excellent organizational skills with attention to compliance and deadlines.
- Ability to manage multiple clients in a structured, professional manner.
- Professional, ethical, and client-focused mindset.
- Solid understanding of accounting / tax processes with exposure to financial planning concepts.
- Analytical and problem-solving abilities.
- Proactive, adaptable, and detail oriented.
Monday - Friday, 08:00 – 17:00
RemunerationBased on qualifications and experience. When applying, please advise your salary expectations.
ImportantIf you do not hear from us within 14 days, please consider your application for this role unsuccessful. By submitting your application for this position, you consent to the retention of your personal information in our database for future employment opportunities. You also grant permission for your details to be reviewed by third parties solely for recruitment and employment purposes. Additionally, you confirm that all information provided is accurate and truthful.
#J-18808-LjbffrCustomer Relations Manager
Posted 2 days ago
Job Viewed
Job Description
Customer Relations Manager requiredin Johannesburg.
Our Wealth practice is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.
This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP / CFA designation and is eager to build long-term client relationships within a professional practice environment.
Salary: R20 000 – R30 000 per month.
Key Responsibilities:
- Serve as the primary relationship manager for an allocated portfolio of clients.
- Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.
- Provide support with client onboarding, compliance documentation, and reporting.
- Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.
- Maintain accurate records of client interactions and ensure regulatory compliance.
- Assist with client reviews, preparation of reports, and follow-ups after meetings.
- Identify opportunities to add value and strengthen client relationships.
Minimum Requirements:
- NQF Level 6 or 7 qualification in Accounting, Finance, or related field.
- Currently studying towards or holding a CFP (Certified Financial Planner) or CFA (Chartered Financial Analyst) designation.
- Strong communication and relationship management skills.
- Excellent organizational skills with attention to compliance and deadlines.
- Ability to manage multiple clients in a structured, professional manner.
Desired Attributes:
- Professional, ethical, and client-focused mindset.
- Solid understanding of accounting/tax processes with exposure to financial planning concepts.
- Analytical and problem-solving abilities.
- Proactive, adaptable, and detail oriented.
Customer Relations Representative
Posted 3 days ago
Job Viewed
Job Description
Job title: City Manager
Job Location: Gauteng, Johannesburg
Deadline: April 14
Minimum Requirements:
- A Bachelor's Degree in Public Management, Political Science, Social Sciences, Law or equivalent qualification
- Comply with the MFMA unit standards as prescribed by Regulation of 15 June as published in Government Gazette of 15 June
- A Master's Degree in management sciences will be an added advantage
- 10 years relevant extensive experience at a Senior Management Level
- Proven experience in successful institutional transformation within public or private sector
- Advanced knowledge and understanding of relevant policy and legislation
- Advanced understanding of institutional governance systems and performance management
- Advanced understanding of council operations and delegation of powers
- Good governance
- Audit and risk management establishment and functionality
- Budget and finance management
- Ability in making high risk decisions of a long term and strategic nature
- The applicant shall undergo a competency assessment in terms of Annexure A (competency framework for Senior Manager) of Notice 21 published in Government Gazette 17 January
- Applicant shall undergo security vetting
- Good command of the English language
- Computer literate
- Experience and exposure in Public Administration and service delivery environment is an advantage
- Decision making, Facilitation, Strategic Planning and Project Management
- Strategic Capability and Leadership, Programme and Project Management, Research, Report writing, Presentation, Analytical, Motivational
- Good verbal communication (including presentation and public speaking) skills
- Good written communication (Report writing, PowerPoint presentation, etc.)
Primary Function:
As the Administrative Head and Accounting Officer – To lead, direct and supervise service delivery programmes by delegating responsibility and authority to functional senior managers with the necessary intellectual capacity, competencies and experience to help deepen democracy and accountability in order to improve the capacity of the City to perform her functions and improve service delivery to communities. To strategically lead and manage the administration of the City of Johannesburg (CoJ) to ensure that the CoJ becomes the leading African City.
The City Manager reports to the Executive Mayor of the CoJ and will manage a team of senior managers with diverse portfolios.
The incumbent will be responsible and accountable for the following: Key Performance Areas
- Lead the Municipality's Administration in such a manner that a culture of performance and service delivery excellence is pursued and sustained.
- Direct, coordinate and implement the Municipality's Integrated Development Plan, including development of policies and procedures to facilitate effective community participation.
- Provide sound advisory and strategic support to the Executive Mayor, Mayoral Committee and Political Structures of Council.
- Manage the Administration of the Municipality to fulfil the objectives of the CoJ 5 Years Strategic Plan.
- Facilitate and foster sound stakeholder relationships with all key stakeholders such as the community, the administration, the political arm, the business community, tertiary, academic and research institutions as well as the diplomatic core.
- Ensure that financial practices of the CoJ embrace the principles of developmental finance, thereby advancing effective delivery of the City's Development Strategy.
- Ensure adherence to all legislation governing local government.
- Accountable for fiscal responsibility and governance.
- Provision of development and town planning services, technical services, community services, financial management services and corporate support services.
- Provide organizing of staffing in line with the Municipal Systems Act.
- Ensure effective control of Financial and Human Resources.
- Manage specific administrative and reporting requirements associated with the Office as delegated to the Executive Director: Private Office of the City Manager.
Customer Relations Executive
Posted 3 days ago
Job Viewed
Job Description
Collinson is a global loyalty and benefits company.
We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in times of need.
While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.
We take our 30 years’ experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and helpthem win deeper devotion with their customers.
Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiencesprogramme, while we are also the trusted partner behind many of the leading financial services, airlineand hotel brand’s reward programmes and loyalty initiatives.
Purpose of the jobTo handle all complaints received in accordance within the business and if you can, regulatoryguidelines, client service levels and company standards, ensuring that customers get a fair andindependent review of any concerns raised. Complaints will be handled from escalations frompolicyholders and representatives via the complaints procedure. To Manage all escalated cases tocompletion.
Key Responsibilities- To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Teamcustomers, meeting our obligations as a company and our governing regulations.
- To adhere to all company protocols and procedures
- To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
- To carryout full thorough and fair investigations of all complaints received.
- Manage own workloads in a smart and effective way.
- Highlight any customer experience or TCF issues whilst carrying out investigations with a view to prevent ing future complaints.
- To keep accurate and detailed records of all complaints, on Freshdesk, following correct companyprocedure to provide Root Cause analysis and reporting .
- To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.
- Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.
- To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To manage and be responsible for any Compensation payments and managing the log and finance for these payments
- To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
- Ensure all customer communications are processed accurately and within defined timelines.
- Maintain accuracy in claims assessment and processing.
- Deliver high-quality customer service, both internally and externally.
- Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.
- Demonstrate the ability to work effectively under pressure; foster a positive team spirit and collaborative working environment.
- Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
- Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.
- Knowledge and understanding of complaint handling and ADR (Essential).
- Excellent verbal and written communication skills (Essential).
- Knowledge of the Travel Experience products and Customers (Desirable)
- Excellent customer service skills (Essential).
- Confident in dealing with deadlines and delivering to targets and objectives.
- Knowledge and Understanding of the GDPR regulations and rules (Essential)
- Knowledge of Travel and appropriate Systems (Desirable)
- Attention to detail with good time management.
- Computer literate.
- Adaptable to change and flexibility to deal with any tasks as required and a good team worker
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
#J-18808-LjbffrCustomer Relations Manager
Posted 4 days ago
Job Viewed
Job Description
Our Wealth practice is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.
This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP® / CFA® designation and is eager to build long-term client relationships within a professional practice environment.
Key Responsibilities
Serve as the primary relationship manager for an allocated portfolio of clients.
Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.
Provide support with client onboarding, compliance documentation, and reporting.
Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.
Maintain accurate records of client interactions and ensure regulatory compliance.
Assist with client reviews, preparation of reports, and follow-ups after meetings.
Identify opportunities to add value and strengthen client relationships.
Minimum Requirements
NQF Level 6 or 7 qualification in Accounting, Finance, or related field.
Currently studying towards or holding a CFP® (Certified Financial Planner) or CFA® (Chartered Financial Analyst) designation.
Strong communication and relationship management skills.
Excellent organizational skills with attention to compliance and deadlines.
Ability to manage multiple clients in a structured, professional manner.
Desired Attributes
Professional, ethical, and client-focused mindset.
Solid understanding of accounting/tax processes with exposure to financial planning concepts.
Analytical and problem-solving abilities.
Proactive, adaptable, and detail oriented.
Working Hours
Monday - Friday, 08:00 – 17:00
Remuneration
Based on qualifications and experience when applying please advise your salary expectations.
Important:
If you do not hear from us within 14 days, please consider your application for this role unsuccessful. By submitting your application for this position, you consent to the retention of your personal information in our database for future employment opportunities. You also grant permission for your details to be reviewed by third parties solely for recruitment and employment purposes. Additionally, you confirm that all information provided is accurate and truthful.
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Customer Relations Graduate
Posted 6 days ago
Job Viewed
Job Description
You will build and maintain strong Client relationships, schedule project delivery, manage Client feedback and satisfaction, and capture Client requirements, among other responsibilities. The successful candidate will be joining a fun and supportive team who value each others input. We encourage individuals to put forward innovative ideas on how we can work smarter and provide a better experience for our Clients. This role is one that requires a solutions-focused and proactive individual who shows initiative, you are making important day-to-day business decisions and need to be self-motivated, escalating as required. You are required to interface internally and externally. You will play a key role in ensuring our Clients receive a high-quality service through managing the often complex logistics surrounding the delivery of our services.
Customer Relations Executive
Posted today
Job Viewed
Job Description
Collinson is a global loyalty and benefits company.
We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.
While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.
We take our 30 years' experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.
Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives.
Purpose of the job
To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.
Key Responsibilities
To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.
To adhere to all company protocols and procedures
- To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
- To carryout full thorough and fair investigations of all complaints received.
- Manage own workloads in a smart and effective way.
Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.
To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .
To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.
Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.
- To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To manage and be responsible for any Compensation payments and managing the log and finance for these payments
- To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
- Ensure all customer communications are processed accurately and within defined timelines.
- Maintain accuracy in claims assessment and processing.
- Deliver high-quality customer service, both internally and externally.
- Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.
· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.
- Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
- Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.
Knowledge, person specification, skills and experience required
- Knowledge and understanding of complaint handling and ADR (Essential).
- Excellent verbal and written communication skills (Essential).
- Knowledge of the Travel Experience products and Customers (Desirable)
- Excellent customer service skills (Essential).
- Confident in dealing with deadlines and delivering to targets and objectives.
- Knowledge and Understanding of the GDPR regulations and rules (Essential)
- Knowledge of Travel and appropriate Systems (Desirable)
- Attention to detail with good time management.
- Computer literate.
- Adaptable to change and flexibility to deal with any tasks as required and a good team worker
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
Customer Relations Executive
Posted today
Job Viewed
Job Description
Purpose of the job
To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.
Key Responsibilities
· To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.
· To adhere to all company protocols and procedures
· To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
· To carryout full thorough and fair investigations of all complaints received.
· Manage own workloads in a smart and effective way.
· Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.
· To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .
· To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.
· Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.
· To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
· To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
· To manage and be responsible for any Compensation payments and managing the log and finance for these payments
· To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
· Ensure all customer communications are processed accurately and within defined timelines.
· Maintain accuracy in claims assessment and processing.
· Deliver high-quality customer service, both internally and externally.
· Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.
· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.
· Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
· Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.
Knowledge, person specification, skills and experience required
· Knowledge and understanding of complaint handling and ADR (Essential).
· Excellent verbal and written communication skills (Essential).
· Knowledge of the Travel Experience products and Customers (Desirable)
· Excellent customer service skills (Essential).
· Confident in dealing with deadlines and delivering to targets and objectives.
· Knowledge and Understanding of the GDPR regulations and rules (Essential)
· Knowledge of Travel and appropriate Systems (Desirable)
· Attention to detail with good time management.
· Computer literate.
· Adaptable to change and flexibility to deal with any tasks as required and a good team worker