Complaints Officer

Overview

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.

• Provide integrated functional leadership, planning and decision-making for the team and inspire the team to deliver on the organisations mandate.
• 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.
• Oversee 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.
• Prepare Frequently Asked Questions (FAQ) and other information documents related to the division's functions for external and internal use.
• Attend and provide advice at complaints meetings in the absence of the Manager:
  Legal & Complaints.
• Allocate work to the team, monitor and measure performance.
• Assist 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.
• Review all complaints and queries lodged and allocate depending on complexity to the teamplex 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.

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. Draft 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.

• Relevant LLB Degree
• Minimum 5 relevant complaints administration experience
• Minimum 2 years in a supervisory role
• Valid driver's license