Job Description

Job Category: Contact centres
:
Who we are is because of our people.
We invest in them because they make us better. We value our people, putting our customers first, working fast and smart, and doing the right thing. TFG is a diverse, multi-faceted retail lifestyle group, woven into the lives of millions. We exist to genuinely be a part of our customers' lives, and we are passionate about inspiring our customers to live their best lives. Our vision is to create the most remarkable omnichannel experiences for our customers.
The Value Added Services division within TFG offers a host of insurance products in the Life and Non-Life product spectrum to all existing and new TFG customers under the TFG Insure brand. The Insurance Claims Department offers the support function of managing the insurance claims initiated by customers on their existing insurance policies in the event of a claim.
The Coordinator will be responsible for managing Team Leaders within the Value Added Services department and will have as their key function driving operational efficiencies, risk management, employee relations, and customer experience within the department.
Key Responsibilities:
Review, analyse and provide improvement solutions on management processes in line with product requirements.
Identify and manage risks in line with legislative and compliance requirements.
Compile financial reporting and present such to relevant stakeholders.
Monitor customer touch points throughout the customer journey to help drive customer experience.
Collaborate with all key internal and external stakeholders to ensure high level of service delivery.
Ensure service levels are met within the department.
Manage projects in line with new developments within the business area.
Lead and direct management functions within the department.
Qualifications and Experience

• Must have Matric/Grade 12 or equivalent thereof - Essential
• Diploma - desirable
• RE5 or Insurance qualification - Desirable
• Diploma
• Insurance related qualification [desirable]
• 3 years minimum Management experience
• 2 years analytical and reporting
• 2 years customer service and claims experience - Essential

Skills
Be proficient in Excel, Word
Experience working on Claims Management systems and platforms
Be logical and apply analytical thinking skills
Must have numerical ability
Be able to problem solve, handle objections and conflict.
Be attentive to information and detail
Be organised, thorough and accurate
Have good time management skills
Be assertive and able to work well under pressure
Have a high level of stress tolerance
Be an effective communicator (verbal, written, electronic, and interpersonal)
Be organised and able to work in a systematic manner
Be a team player and be able to work independently when required to. * Be knowledgeable of Employee Relations processes and procedures

• Be able to lead and manage leaders.

Behaviours:
Forms, develops, and leads a group of individuals toward the achievement of a common team objective
Applies market and business insights in order to drive organisational objectives
Conveys information and communicates ideas in a clear, concise, and impactful manner
Creates an environment that fosters and nurtures a culture of creativity, which drives success
Understands and navigates dynamics created by processes, systems, and people
Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
Takes accountability and ensures others are held to account on agreed-upon performance targets
Understands and applies financial concepts and principles to make informed financial decisions
Interprets and simplifies complex and contradictory information when resolving organisational problems
Assesses and improves the efficiency, effectiveness, and quality of various work processes
Develops plans and prioritises initiatives that align with the organisational goals and objectives
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
About Us:
Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.
We're the designers, the makers, the shakers and the teams behind the scenes.
Are you with us?
About the Team: Our contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have.

Skills Required