Complaints Administrator

by

Old Mutual
đź“Ť Location: Johannesburg
đź•“ Type: Full-time


đź“… Closing Date: 14 October 2025, 23:59
đź“„ Job Requisition ID: JR-72344

About Old Mutual

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across 14 countries.
Our lines of business include Life and Savings, Property and Casualty, Asset Management, and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day, and believe that a great customer experience starts with a great employee experience.
Learn more about Old Mutual Insure
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About the Role

The purpose of this role is to support Old Mutual Insure’s Customer Experience General Complaints function in the administration and coordination of complaint handling.
You will assist in ensuring an independent process for general complaints that cannot be resolved through the organization’s Level 1 Complaints process.

Key Responsibilities

  • Provide administrative support to the General Complaints Team Leader and Manager.
  • Register, record, and track all complaints accurately.
  • Compile monthly, ad-hoc, and yearly reports.
  • Validate complaints data for accuracy and completeness.
  • Prepare and assist with weekly, monthly, and ad-hoc reports.
  • Allocate complaints timeously to Complaints Assessors.
  • Communicate with customers/brokers regarding additional information needed.
  • Attend and contribute to regular meetings.
  • Perform ad-hoc tasks assigned by management.
  • Ensure service delivery meets customer satisfaction and compliance standards.
  • Build effective operational relationships with key internal stakeholders.
  • Support process improvement and operational efficiency initiatives.
  • Ensure adherence to policies, procedures, and quality standards.
  • Promote teamwork and knowledge sharing across the complaints management team.

Minimum Requirements

  • Matric (Grade 12)
  • Degree in a related field (advantageous)
  • 1 year relevant experience — preferably in non-life insurance or customer complaints management
  • Knowledge of insurance processes and products (advantageous)
  • Fluency in English (and another official language is advantageous)
  • Strong organizational and administrative skills
  • Ability to manage caseloads efficiently with a focus on fair outcomes

Motus Vacancies [Call Centre X5, Driver Light Duty

Skills

  • Customer Complaint Management
  • Customer Relationship Management (CRM) Software
  • Data Management
  • Customer Service Operations
  • Office Administration
  • Digital Consumer Engagement
  • Customer Experience (CX)
  • Consultative Selling & Upselling
  • Strengthening Customer Relationships
  • Identifying Sales Opportunities

Core Competencies

  • Action Oriented
  • Customer Focused
  • Communicates Effectively
  • Decision Quality
  • Ensures Accountability
  • Manages Ambiguity and Complexity
  • Interpersonal Savvy

Education

  • Bachelor of Commerce (BCom): Business Administration (Required)
  • NQF Level 3 & NQF Level 2 – Below school leaving (acceptable)

Recruitment Process

  1. Talent Acquisition Interview: Introductory discussion about Old Mutual, its culture, and the role.
  2. Panel Interview: With senior leadership and HR representatives.
  3. Technical & Psychometric Assessments: May include vetting and verification.
  4. Final Feedback.

Employment Equity

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.

Apply Here

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