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..
Job DescriptionThe 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.
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
Skills Required
- Experience resolving executive-level queries and complaints
- Knowledge of and experience in the health industry
- RE5 compliance
- Matric or equivalent qualification
- Computer literacy
- Knowledge of FAIS legislation
- Regulatory examination qualification at representative level
- At least three years of experience in the gap cover industry
- RE5 qualification
- NQF Level 5 qualification
- Strong customer focus
- Effective time management
- Excellent written and verbal communication
- Strong interpersonal skills
- Strong product knowledge
What We Do
Kaelo has a clear purpose: to improve the lives of South Africans by facilitating access to quality healthcare. We believe that the people of this country have unlimited potential, but that they’ll only be able to fully realise it once their healthcare needs are met. We use innovative approaches and the latest technology to make this happen, and we are never afraid to disrupt the status quo if it means improving people’s lives through healthcare. Our range of products and services have been designed to meet the needs of people who previously may have had limited access to quality healthcare. Our Kaelo Clinic offering delivers on-site healthcare services to workplaces, while our MyHealth Primary Care plans bring private healthcare within reach. Our Gap Cover products provides peace of mind thanks to above-tariff medical costs being covered, while our groundbreaking Kaelo Lifestyle AskNelson product is an advice and counselling solution for employees and their families ensuring both physical & psychological wellbeing. Kaelo believes in the power of partnerships. We meet the healthcare needs of South Africans through a nationwide network of expert brokers, and we collaborate with corporates to engineer holistic healthcare solutions that result in happier, healthier and more productive employees who enjoy a better quality of life, both personally and professionally. This is not a Medical Scheme and the cover is not the same as that of a Medical Scheme. This Policy is not a substitute for Medical Scheme membership. Kaelo Risk (Pty) Ltd is an authorised financial services provider FSP 36931. Our Kaelo Health and Kaelo Gap products are insured by Centriq Insurance Company Limited (FSP 3417). Western Gap is insured by Western National Insurance Company Ltd (FSP 9465).
