Key Responsibilities
– Drive project planning sessions to outline scope, objectives, timelines, and resource allocation.
– Collaborate with cross-functional teams to manage project priorities and enhance communication throughout the project lifecycle.
– Utilize Agile methodologies to maintain flexibility and adapt project goals based on stakeholder feedback and evolving requirements.
– Leverage project management tools to track progress, identify risks, and implement mitigation strategies effectively.
– Prepare and present project status reports to stakeholders, ensuring transparency and alignment with project goals.
– Facilitate sprint planning, retrospectives, and reviews to promote continuous improvement within the team.
– Manage the scheduling of team resources to support project timelines while balancing workloads across initiatives.
– Assist in the continuous evaluation of project management processes to incorporate best practices and improve efficiency.

Requirements
– Proven experience in project management within a fast-paced tech environment or software development agency.
– Strong background in Agile methodologies, particularly Scrum, with demonstrable experience executing projects using these frameworks.
– Proficiency with project management, bug tracking, and time tracking software such as Jira, Confluence, Smartsheet, BugHerd, and MS Suite.
– Excellent organizational and time management skills with the ability to manage multiple priorities concurrently.
– Strong communication skills, both written and verbal, with a focus on collaborative problem-solving.

Preferred Qualifications
– Experience with Maconomy or similar financial management tools is a plus.
– Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification is advantageous.
– Familiarity with software development processes and terminology to facilitate better team collaboration.
– Demonstrated ability to lead teams in a remote or hybrid work setting.

We are an equal opportunity employer and strive to provide an inclusive environment for all employees, in accordance with the Employment Equity Act. We encourage applications from all qualified individuals.

As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints.

Job Responsibilities:

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company’s target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements:

• Matric / NQF level 4
• Minimum of 6 months previous complaints handling experience
• KPI’s / Performance are met consecutively for past 3 months.
• No prior warnings  

Required Skills:

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge:

• Good communication skills – articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.

Core Behaviour

Huntswood’ s employees are described as dependable, driven and collaborative. 
The job holder should be able to demonstrate they are:

• Confidential, reliable, and genuine
• Dynamic, passionate, and determined
• Friendly, compassionate, and cooperative

“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”

NB:  All appointments are subject to the positive outcome of pre-employment verification checks.

As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints.

Job Responsibilities:

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company’s target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements:

• Matric / NQF level 4
• Minimum of 6 months previous complaints handling experience
• KPI’s / Performance are met consecutively for past 3 months.
• No prior warnings  

Required Skills:

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge:

• Good communication skills – articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.

Core Behaviour

Huntswood’ s employees are described as dependable, driven and collaborative. 
The job holder should be able to demonstrate they are:

• Confidential, reliable, and genuine
• Dynamic, passionate, and determined
• Friendly, compassionate, and cooperative

“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”

NB:  All appointments are subject to the positive outcome of pre-employment verification checks.

Job Overview

We are looking for Customer Service Superstars who bring heart, and passion for helping people. If you thrive in a vibrant, supportive environment and want to be part of something meaningful, this is where you belong.

Why you will love working with us!

At Huntswood, people come first. We invest in you, celebrate your wins and reward your commitment because when you shine our customers feel it.

Enjoy benefits that truly matters:

• Performance based incentives
• Tenure recognition bonuses
• Continuous service rewards
• Attendance based perks
• Breakfast every Monday
• Growth and career development programmes
• A collaborative, positive, people centric culture.

What you will do.

• Provide responses customer, maintaining high quality of services, performance standards and attend to high volumes of calls/chats/emails.
• Proactively identify issues and problems before it arises, use effective problem-solving techniques to help customers resolve their issues.
• Progress to taking escalated calls and complaints in line with procedures.
• Working with various parts of the business to resolve issues.
• Connect and build rapport with the customer.

What you bring.

• Matric or NQF Level 4 equivalent
• Clear Credit and Criminal record
• Computer literate
• Minimum 1 year experience in a Gas & Electricity campaign
• Minimum of 1 year experience in customer service and sales
• Basic understanding and knowledge of the UK Energy market is beneficial.

Job Overview

We are looking for Customer Service Superstars who bring heart, and passion for helping people. If you thrive in a vibrant, supportive environment and want to be part of something meaningful, this is where you belong.

Why you will love working with us!

At Huntswood, people come first. We invest in you, celebrate your wins and reward your commitment because when you shine our customers feel it.

Enjoy benefits that truly matters:

• Performance based incentives
• Tenure recognition bonuses
• Continuous service rewards
• Attendance based perks
• Breakfast every Monday
• Growth and career development programmes
• A collaborative, positive, people centric culture.

What you will do.

• Provide responses customer, maintaining high quality of services, performance standards and attend to high volumes of calls/chats/emails.
• Proactively identify issues and problems before it arises, use effective problem-solving techniques to help customers resolve their issues.
• Progress to taking escalated calls and complaints in line with procedures.
• Working with various parts of the business to resolve issues.
• Connect and build rapport with the customer.

What you bring.

• Matric or NQF Level 4 equivalent
• Clear Credit and Criminal record
• Computer literate
• Minimum 1 year experience in a Gas & Electricity campaign
• Minimum of 1 year experience in customer service and sales
• Basic understanding and knowledge of the UK Energy market is beneficial.

• Meets monthly set Loan application Sales targets by promoting Credit Loans and assisting customers.
• Meets monthly set Collections targets, by actioning company procedures and instructions for collections, and following up on collections of customers loan instalments.
• Accurately updates and maintains records, and branch housekeeping standards in a tidy and timely manner.
• Provide a professional and friendly service to all internal and external customers at all times

• Minimum: Grade 12
• Certificate/Diploma in Micro Lending Frontline Service (NQF L3)
• 2 years’ experience Micro finance industry
• Mathematical Literacy

• Meets monthly set Loan application Sales targets by promoting Credit Loans and assisting customers.
• Meets monthly set Collections targets, by actioning company procedures and instructions for collections, and following up on collections of customers loan instalments.
• Accurately updates and maintains records, and branch housekeeping standards in a tidy and timely manner.
• Provide a professional and friendly service to all internal and external customers at all times

• Minimum: Grade 12
• Certificate/Diploma in Micro Lending Frontline Service (NQF L3)
• 2 years’ experience Micro finance industry
• Mathematical Literacy

This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director’s absence. 

Job description 

The successful candidate will be responsible amongst others for the following key responsibilities:  

•  Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures. 

• Oversight on the execution of key responsible and task required by the HODs 

• Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis 

• Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations 

• Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate  

• Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.  

• Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
• As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices. 
• Analyse the available data and provide detailed insights and recommendations to strengthen the operations 
• Lead on strategic and operational projects providing ongoing project updates to the project owner 
• Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance  
• Contribute towards the departments strategic plan with the aim of achieving the required client deliverables. 

 EXPERIENCE 

• 5 years senior operational experience/Associate Director experience beneficial (contact centre specific)
• Complaints & Service background 
• Background in UK financial Services (FCA) – is essential 

QUALIFICATIONS 

• Grade 12 

• Management or related qualification (advantageous) 

Essential skills 

• Excellent written & Verbal Communication 

• Demonstrates strong leadership capability  

• Able to make decisive well thought of decisions  

• Results orientated with a strong focus on execution  

• High proficiency in data analysis and operational performance metrics  

• Ability to distil strategic plans into operational plan  

• Able to prioritise multiple projects, task and activities at any given time 

• Collaborative Approach with all stakeholders 

Interview Process

CORE BEHAVIOURS 

To work with, Huntswood’s employees are described as dependable, driven and collaborative.  The job holder should be able to demonstrate alignment to our 6 Fundamental Values: 

• Bring Your “A” Game 

• Strive For Greater   

• Enable and empower all employees 

• Do the right thing 

• Own it 

• Deliver unbelievable service 

“It’s not just about what we do, but the way we do it. And it’s our values that make us special.” 

 NB:  All appointments are subject to the positive outcome of pre-employment verification checks. 

Minimum Qualifications and Experience:
• Matric/ Grade 12
• A minimum of 2years customer service/sales experience in a call centre environment (with sales lead generation experience.

Main Duties and Responsibilities:

• Processing of Moving Cancellations:

• Handling Queries and Cancellations for both Dealer, IIP and In-House customers.
• Handle all cancellation requests
• Handle all client queries relating to possible cancellations

• Client Liaison:

• Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s
• Provide Feedback to Customers and always contact via telephone call as first point of contact
• Keep internal and external customers informed at all times of what the status is in their relocation process

• Administration and General:

• Ability to comprehend, capture and interpret basic customer information.
•  Ensure that all queries receive are responded to and resolved or escalated internally (if needed) and correct processes followed.
• Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
• Communicate and coordinate with internal departments and or branches
• Ensure that where Reconnections are not possible system removals are booked
• Qualify and call on all “new leads”
• Attempt to book appointments with both relocation and reconnection Customers.
• Schedule appointments in Sales Consultants’ dairies
• Follow up on all open leads

Behavioral Competencies:
• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Decision Quality
• Professionalism
• Informing and communicating
• Admin skills
• Peer relationships
• Patience
• Problem solving

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.