Key Purpose
The successful candidate will go on site and help in the walk-in centre. They are seen as a close extension of the Scheme. They know the members and understand how to navigate the sites especially regarding security. They also support with wellbeing days and training.
The role of the CLC is to investigate, resolve and report on complex escalated queries sent by the scheme management and Council of medical schemes. In addition, they manage complaints escalates to a public domain such as Hello Peter and blogs.
Key Outputs
Focuses on customer needs through the resolution of escalated queries received from the Scheme Office or Social media platforms
Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.
Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks.
Coordinating own and team’s administration
Ability to draft written responses of an excellent and consistently professional standard in English/Afrikaans, occasionally subject to executive and legal scrutiny
Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way.
Produces workable solutions to a range of problems through root cause analysis to implement changes across the business.
Competencies
Behavioral
Managing diverse relationships
Ability to work independently
Meeting and exceeding customer expectations
Upholds ethics and values
Resilience
Action orientated
Skills
Time Management
Excellent Verbal and written communication
Interpersonal skills
Problem solving skills
Qualifications & Experience
Essential
Essential Matric
MS Office Knowledge
Afrikaans (speaking and writing)
Advantageous
Relevant Qualification
Bilingual (English and Afrikaans)
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to make this vision a reality.
Fuelled by our passion for enhancing lives and our desire to innovate, Discovery consistently sets global standards, creating shared value through shared intellectual capital. A testament to this is our Vitality programme, which is both a platform to incentivise people to live healthier lives as well as a channel through which shared value is delivered.
We are a proudly South African-born, global company with health, life and short term insurance operations in South Africa and the United Kingdom, and a presence in Germany, France, the United States, Canada, Australia, Singapore, Hong Kong, Philippines, Thailand, Malaysia, China and Japan through our Global Vitality Network. We uphold our promise of shared value by being a positive disruptor that focusses on bringing about sustainable change in the lives of the people and communities we serve across the globe.
Our Vitality Shared-Value Insurance model has received international recognition, including being ranked 17th in Fortune’s index of 51 companies “changing the world” in August 2015, and named a leading health innovator at the World Economic Forum in January 2017.
Our values of leadership, honesty, innovation and fairness act as our compass, directing our business practices to take advantage of every opportunity while looking for ways to dazzle clients.
With an unwavering commitment to being the best shared value insurance organisation in the world, Discovery is a powerful force for social good.
