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Client Complaints Management Officer (Complaints Escalations) Jobs - aYo Uganda

Organisation: aYo Uganda
Duty Station: Kampala, Uganda
Reports to: Claims Assessor and Service Team Lead

About US:
aYo is a Micro Insurance Company partnering with MTN to offer revolutionary Insurance solutions. aYo brings you an easy way to get hospital cover for accidents (not illness) and life cover. You can also add aYo Send with Care cover to the money you send home through MTN Mobile Money.

Job Summary:  The Client Complaints Management Officer (Complaints Escalations) should be an effective communicator and ensure all escalated complaints are acknowledged in a timely manner and customers/stakeholders are kept informed throughout the complaint process. The incumbent will manage the resolution of escalated customer complaints, within given timescales. The jobholder will also provide complaint trends and communicate lessons learnt to the Line manager and Business Partner, so service levels can be improved.

Key Duties and Responsibilities: 
  • To be responsible for investigation, resolution and reporting of all escalated customer related complaints.
  • To input all escalated customer complaints onto the aYo database, reporting and seeing through to completion.
  • Escalate all unresolved issues/complaints to your line manager whilst keeping the Business Partner informed.
  • To ensure all aYo policies and procedures relating to escalated customer complaints are followed and are adhered to and documented within the department.
  • Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
  • Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.
  • To be pro-active in the development of good relations within the business partner and this may involve attending client experience related meetings within aYo and with business partners.
  • Confidently manage a diverse range of clients’ complaints and disputes through to resolution.
  • Conduct root cause analysis on escalated complaints to identify underlying issue/s
  • Analyse complaint data and survey data to identify continuous improvement actions and work with the business to implement these actions
  • Prepare and distribute complaint reports to relevant stakeholders as required
  • Support the development of training modules for business partners related to complaints and issues
  • To undertake and complete assignments as determined by the direct report of department head

Qualifications, Skills and Experience: 
  • The applicant for the Client Complaints Management Officer (Complaints Escalations) job placement must hold a Matric / Grade 12 with Maths and / or Accounting
  • Two years of relevant claims experience where experience in medical-related claims will be beneficial;
  • Understanding of the long term (short term?) insurance industry
  • Knowledge and understanding of claims assessment philosophy
  • Administrative skills
  • Microsoft Office and Excel experience on an intermediate level
  • Excellent relationship development skills applied within a customer service role
  • Excellent written and verbal communication in English and the local language
  • Strong interpersonal and negotiation skills
  • Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
  • Strong customers/stakeholders engagement skills
  • Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
  • High level attention to details and commitment to quality
  • A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
  • Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
  • Ability to manage high volumes and work effectively under pressure and/or through a significant change event
  • High integrity and business ethics demonstrated
  • In addition, you will need to be able to work in a regularly changing environment, be prepared to take on and let go of tasks and functions to meet changing company requirements. 
  • You also need to be aware that the premises of aYo Uganda could change from time to time.

NB: This job description represents a summary of the typical functions of this job and not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the job incumbent might differ from those outlined in the job description and other duties, as assigned, may become part of the job – remember that this role presents an opportunity to be part of a business at startup phase, which presents a prospect for growth but also constant change.

How to Apply:
All candidates should send their updated CVs via Email to

Deadline: 18th June 2019

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