Senior Employee Benefits Customer Service & Complaints Specialist (Oman Only)

About the role

This position is the first point of contact for employee‑benefits customers in Oman, handling walk‑in enquiries and complaints. The specialist ensures timely, compliant resolution while driving continuous improvement across the Gulf region.

Key responsibilities

• Serve walk‑in customers in Oman, delivering professional and efficient service.
• Manage and resolve employee‑benefits complaints for Oman and the wider Gulf, adhering to regulatory requirements and internal SLAs.
• Oversee MedNet (MN) complaints, ensuring proper escalation and timely closure.
• Investigate complaints, gather documentation, and determine appropriate resolutions.
• Communicate clear, structured responses to both regulatory and non‑regulatory complaints.
• Maintain comprehensive records, track complaint lifecycle, and prepare audit‑ready documentation.
• Produce executive‑level summaries and reports for senior management, highlighting trends and risks.
• Support the Complaints & Continuous Improvement Manager in enhancing complaint handling frameworks.
• Prepare periodic regulatory reports and assist with internal and external audits.

Required profile

• Strong stakeholder coordination and communication skills.
• Ability to analyse root causes, identify trends, and propose corrective actions.
• Experience in handling regulatory and non‑regulatory complaints within defined SLAs.
• Attention to detail and commitment to audit readiness.

Required skills

• MedNet (MN) complaint management system.