Complaints Officer

SUMMARY:
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POSITION INFO:

The Complaints Officer is responsible for conducting investigations into complaints and the Code of Conduct. As team leader, the successful candidate will supervise the activities of staff members in the complaints department.

This position reports to the Manager: Legal, Claims & Complaints.

Team leadership and management of complaints investigation process

Provide integrated functional leadership, planning and decision-making for the team and inspire the team to deliver on the organisations mandate.

As team leader coordinate the complaints investigations and reporting process in compliance with the Act and supporting legislation.

Maintain accurate records and provide written reports on a weekly and monthly basis in the prescribed format on complaints statistics and trends analysis to management.

Oversees electronic database systems for complaints and manage the accurate upkeep thereof

Implement the document management and Archives Acts for the storing of digital and hard copy documents related to complaints investigations.

Prepares Frequently Asked Questions (FAQ) and other information documents related to the division’s functions for external and internal use

Attends and provides advice at complaints meetings in the absence of the Manager: Legal & Complaints

Allocate work to team, and monitor and measure performance

Assists in designing and conducting training for team members including coaching and mentoring of the team

Ensure that personal development plans are in place for each staff member

Take corrective action when team members performance is not in line with agreed standards 

Assist the legal manager with the performance management of team members in accordance with the Performance Management Policy.

Investigation of complaints

Review all complaints and queries lodged and allocate depending on complexity to the team.

Complex matters to be escalated by complaints administrators to complaints officer for guidance.

Investigate complaints in accordance with the Act, regulations and Code of Conduct.

On completion of internal investigation make a recommendation if the matter should be closed or the individual to be charged and table to the Complaints Committee of the Board for review.

Provide telephonic advice to complainants on any matter related to the relevant Act, regulations and Code of Conduct.

Conduct telephonic and physical mediations of complaints lodged individuals 

Consult with stakeholders who attend at the Board’s offices to lodge complaints against individuals

Adhere to strict time frames on investigations of complaints to maximum 90 days and work on improving turnaround times.

Project Management and research

Monitor, track, and report on progress against plans to all stakeholders on any special projects allocated to the division.

Liaise with stakeholders to ensure that expectations are met and attend stakeholder forums where required including where necessary making presentations.

Prepares and renders complaints opinions and provides research services to divisional manager and Executive Manager on requests.

Drafts documents related to the Board’s functions as the regulator and in terms of the Act and supporting legislation relevant to the functions of the sheriffs including newsletter articles at least once a quarter.

Keeps abreast of legislation and trends affecting the relevant profession and on a quarterly basis prepare an insightful article for publication in the newsletter and other forums.

Confirm that the FFC and card refers to the correct sections of the relevant Act to ensure accuracy of the FFC/card

QUALIFICATIONS & EXPERIENCE

Relevant LLB Degree

Minimum 5 relevant complaints administration experience.

Minimum 2 years in a supervisory role.

Valid driver’s license