Executive Office Consultant (GAP)

Job Description

The Executive Office Consultant manages high-level stakeholder queries, escalations, and complaints. The role requires sound judgement, professional communication, and a strong customer focus. Working independently and with internal teams, the consultant resolves issues, identifies trends, improves processes, and supports a better customer journey.

Key responsibilities

Service and query management

• Manage direct, indirect, and outbound queries within agreed internal turnaround times.
• Act promptly on operational queries and set clear expectations with stakeholders.

Escalations and complaints

• Manage complaints from receipt to resolution in line with the complaints management process.
• Analyse complaint and rejection data to identify recurring or systemic issues and potential operational risks.
• Investigate individual complaints to identify root causes across complaint types.
• Assess whether identified root causes could affect other processes or products, including those not directly complained about.
• Address root causes where it is reasonable and practical to do so.
• Conduct monthly trend analysis.
• Document findings and communicate feedback and trends to relevant departments.
• Maintain accurate reports and all required registers.
• Identify opportunities to improve the customer journey.

 

Qualifications

Experience

Required

• Experience resolving executive-level queries and complaints.
• Knowledge of and experience in the health industry.
• RE5 compliant.

Education and qualifications

Required

• Matric or an equivalent qualification.
• Computer literacy.
• Knowledge of FAIS legislation.
• Regulatory examination qualification at representative level.

Preferred

• At least three years’ experience in the gap cover industry.
• RE5 qualification.
• NQF Level 5 qualification.

Skills and knowledge

Required

• Strong customer focus.
• Effective time management.
• Excellent written and verbal communication.
• Strong interpersonal skills.

Preferred

• Strong product knowledge.

Additional Information

Personal Attributes 

• Accountability
• Action Orientated
• Collaborative 
• Communication Skills 
• Simple Writing Skills 
• Manages Complexity
• Problem Solving Skills 
• Creative Thinking
• Decision Making SKills 
• Efficient and Effective Mindset
• Financial Acumen
• Planning and Organisation 
• Resilient and adaptive 
• Resourcesful
• Signancance and values orientated 

Company Description

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes..