Executive Office Consultant

Job Title: Executive Office Consultant

The Executive Office Consultant is responsible for addressing high-level stakeholder inquiries, escalations, and complaints. This position demands exceptional judgment, professional communication skills, and a keen focus on customer satisfaction. The consultant works independently and collaborates with internal teams to resolve issues, identify trends, enhance processes, and improve the overall customer experience.

Main Responsibilities:

• Manage direct, indirect, and outbound queries within specified internal turnaround times, responding promptly to operational inquiries and setting clear expectations with stakeholders.
• Handle complaints from initial receipt through to resolution, following established complaint management protocols.
• Analyze complaint data to pinpoint recurring issues and assess operational risks.
• Investigate individual complaints to uncover root causes and evaluate their potential impact on other processes or products.
• Conduct monthly trend analyses and document findings, providing feedback to relevant departments.
• Maintain accurate reporting and registers while identifying opportunities to enhance the customer journey.

Experience and Qualifications:

• Proven experience in resolving executive-level inquiries and complaints.
• Knowledge of the health industry and compliance with RE5 regulations.
• Minimum educational requirement: Matric or equivalent qualification, along with computer literacy and knowledge of FAIS legislation.
• Preferred: A minimum of three years’ experience in the gap cover industry, RE5 qualification, and NQF Level 5 qualification.

Skills:

• Strong customer focus and effective time management.
• Excellent verbal and written communication skills, interpersonal abilities, and problem-solving skills.

To apply, please submit your resume and cover letter detailing your experience and qualifications.