Complaints Advisor – UK
Job Overview
Huntswood is looking for a Complaints Advisor – UK to join its customer service team in Umhlanga, KwaZulu-Natal. This is a permanent, mid-senior level opportunity for an experienced customer service professional who is confident handling complaints, resolving customer concerns and delivering high-quality service.
The successful candidate will work within the Early Resolutions Complaints Department, acting as an important point of contact for customers with insurance and/or service-related complaints. The role requires someone who can take ownership of customer cases from beginning to end, identify appropriate resolutions and ensure complaints are handled accurately and within required service-level agreements.
This position is particularly suited to candidates who already have experience in complaint handling and understand the importance of empathy, professionalism, accuracy and effective communication when dealing with customers.
Position Details
- Company: Huntswood
- Position: Complaints Advisor – UK
- Location: Umhlanga, KwaZulu-Natal
- Employment Type: Permanent
- Experience Level: Mid-Senior
- Industry: Customer Services
- Functional Area: Customer Service
- Posted: 27 August 2026
- Closing Date: 14 September 2026
About the Role
As a Complaints Advisor, you will be responsible for managing customer complaints and working towards fair and effective resolutions in accordance with established procedures.
You will engage directly with customers, understand their concerns and work towards the best possible outcome while ensuring that all complaints are dealt with professionally and within the required timeframes.
Because the role involves UK customers and insurance/service-related complaints, candidates should be comfortable working within structured processes and following relevant communication guidelines, procedures and policies.
Key Responsibilities
The successful candidate will be responsible for:
- Prioritising customer satisfaction and service quality.
- Delivering exceptional customer service during every interaction.
- Understanding the customer’s perspective and concerns.
- Taking ownership of customer cases from start to finish.
- Building strong rapport with customers.
- Providing appropriate and effective resolutions to complaints.
- Proactively managing customer complaints.
- Ensuring complaints are handled within the company’s target SLAs.
- Following established communication procedures, guidelines and policies.
- Implementing new regulations and processes when required.
- Communicating professionally and empathetically with customers.
- Taking particular care when assisting vulnerable customers.
- Creating a positive and memorable customer experience.
- Working towards and achieving daily performance targets.
- Ensuring complaints are accurately documented and progressed through the appropriate processes.
- Using sound judgement when determining suitable resolutions.
Minimum Requirements
Applicants must have:
- Matric / NQF Level 4.
- At least 6 months’ previous complaints-handling experience.
- Consistently met their KPIs/performance targets for the previous 3 months.
- No prior warnings.
Candidates should be able to demonstrate recent and consistent performance in their current or previous role.
Required Experience & Skills
Previous experience in a complaints-handling position is essential.
The following experience and abilities will be advantageous:
- Previous experience in a complaint-handling role.
- Experience with complaint recognition and identification.
- Experience in closing and resolving complaints.
- Experience managing the full complaint-handling cycle from initial contact through to resolution.
- Experience within an FCA-regulated business is ideal.
- Strong customer service skills.
- Ability to identify customer needs and concerns.
- Ability to remain professional when dealing with difficult or sensitive situations.
- Ability to work towards performance and service-level targets.
- Strong decision-making abilities.
- Ability to work independently.
- Ability to remain calm and effective under pressure.
Knowledge & Communication
Strong communication skills are important for this role.
Candidates should demonstrate:
- Clear and effective verbal communication.
- Strong articulation and comprehension.
- Confidence when communicating with customers.
- Good decision-making skills.
- Ability to work autonomously.
- Ability to work effectively under pressure.
- A genuine passion for delivering first-class customer service.
- Ability to communicate with empathy and professionalism.
Ideal Candidate
Huntswood describes its employees as dependable, driven and collaborative. The ideal Complaints Advisor should demonstrate the following qualities:
- Confidentiality.
- Reliability.
- Genuine concern for customers.
- Dynamism.
- Passion and determination.
- Friendliness.
- Compassion.
- Cooperation.
- Professionalism.
- Accountability.
- A strong commitment to achieving positive customer outcomes.
The successful candidate should understand that complaints handling is not simply about closing cases. It is about listening to customers, understanding their concerns and working towards a resolution that provides the best possible outcome while following company procedures and requirements.
Important Information
All appointments are subject to a positive outcome of pre-employment verification checks.
Candidates should ensure that they meet the minimum requirements before applying, particularly the requirement for previous complaints-handling experience and consistent KPI performance.
Application Summary
💼 Position: Complaints Advisor – UK
🏢 Company: Huntswood
📍 Location: Umhlanga, KwaZulu-Natal
📌 Employment: Permanent
🎓 Education: Matric / NQF Level 4
🗣️ Experience: Minimum 6 months’ complaints-handling experience
📈 Performance: KPIs met consistently for the past 3 months
💰 Salary: Not specified in the advert
📅 Posted: 27 August 2026
⏰ Closing Date: 14 September 2026
⚠️ Requirement: No prior warnings and successful pre-employment verification checks