Executive Office Consultant (GAP)
Company: Kaelo
Role summary
Executive Office Consultant (GAP) is a role at Kaelo in Ubuhlebezwe Local Municipality, KwaZulu-Natal, South Africa (on-site). Posted 2026-10-02. Experience level: 2-5.
- Job title
- Executive Office Consultant (GAP)
- Company
- Kaelo
- Location
- Ubuhlebezwe Local Municipality, KwaZulu-Natal, South Africa
- Work arrangement
- on-site
- Category
- Healthcare Support
- Experience level
- 2-5
- Date posted
- 2026-10-02
This is a fantastic opportunity to join a mission-driven company dedicated to improving healthcare access in South Africa. You'll have the chance to make a real impact by managing important client relationships and contributing to the company's growth, with a focus on excellent customer service.
Job description
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..
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