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Job Summary

To provide support to the Service Function by through capture, manage & track resolution of complaints to the best of their/the bank’s ability within target response timescales. Mainly dealing with customer calls; queries & complaints resolution from the branches. To drive and deliver a step change in customer service.

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%

Risk & control

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)