1.DISCOVERY SERVICE CONSULTANT JOB OPPORTUNITY, GAUTENG – APPLY NOW
Discovery Limited is inviting suitably qualified and experienced candidates to apply for the Service Consultant position within its Discovery Central Services business unit. The opportunity is based at Discovery’s offices at 1 Discovery Place, Sandton, Gauteng, and falls under the Call Centre / Contact Centre function.
The successful candidate will join the Commissions Department, where they will be responsible for providing professional support to broker houses and franchises regarding billing, commissions and related service enquiries. This position is suitable for an individual with previous call centre experience in the financial services industry, strong administrative abilities and a commitment to delivering excellent customer service.
The appointed Service Consultant will serve as an important point of contact for brokers and franchises requiring assistance with various Discovery products and services, including Health, Life, Group Life and Vitality. The role requires someone who can manage telephone enquiries efficiently, respond to email requests when necessary and ensure that clients receive accurate and helpful information.
JOB OVERVIEW
Company: Discovery Limited
Job Title: Service Consultant
Business Unit: Discovery Central Services
Department: Commissions
Function: Call Centre / Contact Centre
Salary: Not disclosed
Minimum Qualification: Matric Certificate
ABOUT THE SERVICE CONSULTANT POSITION
The Service Consultant will form part of Discovery’s Commissions Department, which provides support to broker houses and franchises dealing with commission-related and billing matters. The primary purpose of this position is to ensure that brokers and franchise representatives receive reliable assistance whenever they encounter questions or difficulties relating to their accounts, billing arrangements or commission processes.
The role involves handling a variety of customer service responsibilities, with telephone communication being the main method of interaction. The successful applicant must be comfortable answering incoming calls, understanding the nature of each enquiry and providing appropriate assistance within the organisation’s established procedures. In addition to responding to daily enquiries, the Service Consultant will assist with preparing and distributing reports, managing administrative tasks and identifying opportunities to improve existing service processes.
The position also requires a strong understanding of professional customer service practices, confidentiality and internal controls. Employees must ensure that enquiries are handled accurately and that administrative responsibilities are completed within the required timeframes. This is an opportunity for someone interested in developing a career in financial services administration, client support and relationship management.
KEY DUTIES AND RESPONSIBILITIES
The successful candidate will perform various responsibilities to support the effective functioning of the Commissions Department.
1. Handling Incoming Telephone Enquiries
One of the main responsibilities will be answering inbound calls from broker houses and franchises. The Service Consultant must respond to incoming calls promptly and professionally while ensuring that each enquiry receives appropriate attention. This includes listening carefully to clients, identifying their concerns, gathering relevant information and providing accurate responses. Employees must maintain a professional telephone manner and ensure that communication reflects the company’s customer service standards.
2. Managing Billing and Commission Queries
The appointed individual will assist brokers and franchise representatives with enquiries relating to billing and commission matters. This may involve investigating reported concerns, reviewing available information and guiding clients towards the appropriate resolution.
The employee must handle financial service-related enquiries carefully and ensure that information provided is consistent with approved company procedures. Where an issue requires additional investigation or assistance from another department, the Service Consultant must ensure that it is directed to the appropriate team.
3. Supporting Different Discovery Product Categories
The position involves providing assistance with enquiries relating to several Discovery product areas.
These include:
- Health-related queries.
- Life product enquiries.
- Group Life-related matters.
- Vitality service enquiries.
4. Responding to Email Enquiries
Although most client interactions will take place over the telephone, the Service Consultant will occasionally be required to handle enquiries received through email. Written communication must be clear, professional and accurate. The employee should ensure that email requests are addressed within appropriate timeframes and that responses contain the necessary information to assist the requesting broker or franchise.
5. Preparing and Submitting Reports
Another responsibility will involve submitting reports to brokers when required. The Service Consultant must ensure that relevant reports are handled accurately and distributed to the appropriate recipients. Attention to detail is particularly important when working with administrative information and documentation.
6. Improving Existing Processes
The successful applicant will be expected to review existing procedures and recommend possible improvements where necessary. This may involve identifying recurring service challenges, recognising administrative inefficiencies and suggesting practical ways to improve the handling of broker enquiries. The ability to identify problems and contribute constructive recommendations will help support better service delivery.
7. Maintaining Internal Controls
The employee must assist with implementing and maintaining internal controls to support effective departmental operations. This involves following established procedures, maintaining accurate records and ensuring that assigned responsibilities are completed according to organisational requirements. Compliance with internal processes helps promote consistency, accountability and professional service standards.
8. Performing Additional Departmental Responsibilities
The Service Consultant may also be required to perform other duties related to the position as requested by management. The role is not restricted to the responsibilities listed in the vacancy advertisement. Therefore, candidates should be comfortable adapting to additional operational requirements when necessary.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
Essential Requirements:
- A completed Matric Certificate.
- At least one year of call centre experience within the financial services industry.
Advantageous Requirements:
The following qualifications and experience will be beneficial:
- One year of call centre experience dealing directly with brokers.
- One year of experience working with Discovery Life products.
- A postgraduate degree or an equivalent qualification.
Applicants with previous experience assisting financial advisers, brokers or franchise representatives may find their background particularly relevant to the responsibilities of this position.
PERSONAL ATTRIBUTES AND REQUIRED SKILLS
Discovery is looking for a candidate who can manage administrative and customer service responsibilities while maintaining high professional standards. Strong Administrative Skills: The ability to manage different administrative responsibilities, maintain organised records and complete delegated tasks accurately.
Multitasking Abilities: Service Consultants often deal with several enquiries and responsibilities. Candidates must be able to manage competing priorities without compromising service quality. Attention to Detail: Accuracy is essential when handling billing information, commission enquiries, reports and client records.
Effective Communication: Applicants must communicate confidently and professionally through telephone conversations and written correspondence. Customer Service Orientation: A client-focused approach is important when assisting brokers and franchises. Employees should demonstrate patience, professionalism and a willingness to resolve problems.
Time Management: The ability to organise daily activities, prioritise urgent enquiries and meet departmental deadlines is essential. Problem-Solving: Candidates should be able to assess enquiries, identify possible solutions and take appropriate action when challenges arise.
Ability to Work Under Pressure: The role may involve demanding workloads and competing deadlines. Applicants must remain productive and professional during busy periods. Independent Working: The successful candidate should be capable of taking responsibility for assigned duties while also contributing positively to team activities.
Professional Integrity: Employees must demonstrate honesty, accountability and ethical conduct when dealing with clients and handling company information. Adaptability: The ability to adjust to changing circumstances, new ideas, updated procedures and organisational initiatives is important.
WORKING ENVIRONMENT AND PROFESSIONAL EXPECTATIONS
The successful candidate will work within Discovery Central Services at the company’s Sandton offices. As part of the Commissions Department, the employee will interact with brokers, franchise representatives and internal teams to ensure that service enquiries are handled effectively.
The position requires a professional approach to communication, reliable administrative performance and the ability to manage responsibilities independently. Employees must also remain open to learning new processes and adapting to changes in the financial services environment.
EMPLOYMENT EQUITY AND INCLUSION
Discovery is committed to equal employment opportunities and recognises the importance of creating an inclusive working environment. The company’s approved Employment Equity Plan and associated targets will be considered during the recruitment process. As an equal opportunities employer, Discovery encourages applications from suitably qualified individuals with different backgrounds and actively welcomes people with various disabilities to apply.
HOW TO APPLY FOR THE DISCOVERY SERVICE CONSULTANT POSITION
Interested candidates who meet the advertised educational and experience requirements are encouraged to submit their applications through Discovery’s official recruitment website. Before applying, prepare an updated CV highlighting your Matric qualification, financial services call centre experience and relevant customer service skills.
Applicants with previous experience handling broker enquiries or working with Discovery Life products should clearly include this information in their employment history. Ensure that your contact details are accurate and that your application reflects your ability to perform the responsibilities associated with the position.
IMPORTANT INFORMATION FOR JOB SEEKERS
This opportunity may be suitable for individuals who have experience in financial services customer support and want to expand their careers within the insurance and financial services industry. Applicants should pay particular attention to the essential requirement of at least one year of call centre experience in financial services.
Meeting the minimum requirements, demonstrating strong communication abilities and showing an understanding of client service responsibilities can help candidates present a competitive application. If you have the required experience and enjoy assisting clients with financial service enquiries, consider applying for the Service Consultant opportunity at Discovery in Sandton.