Assistant Manager : B-Bbee Complaints Handling X2

Assistant Manager: B-BBEE Complaints Handling X2

Listing reference: nef_

Listing status: Online

Apply by: 9 December

Position summary

Job category: Government and NGO

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: No

Introduction

To develop complaints handling system, procedures and processes and report on complaints trends.

Responsibilities

1. Complaints Handling
   Handle complaints lodged with the commission in line with established procedures and processes.
   Develop and implement fast track procedures and processes to attend and resolve clients' complaints.
   Review the complaints handling systems and provide recommendations to improve efficiency of the sub division.
   Evaluate the complaints handling system.
2. Maintain and update the complaints database and tracking system
   Maintain and update the database of complaints and a tracking system of all complaints.
   Monitor compliance with turnaround times for dealing with complaints.
   Submit weekly reports on delays in the management of complaints.
   Ensure that clients are informed of the reference numbers allocated to their complaints as well as progress regarding their complaints.
3. Screening and analysing of complaints
   Ensure correct implementation of the methodology for screening and analysis of complaints.
   Ensure categorisation of complaints.
   Identify and record complaints for investigations.
   Identify and refer complaints to other enforcement institutions.
   Identify and assess complaints for referral to higher authorities for direction.
   Identify and record complaints that can be resolved through alternative dispute resolution processes.
   Coordinate complaints that can be resolved through alternative dispute resolution processes.
   Maintain and ensure consistency in the application of alternative dispute resolution processes.
   Maintain records of the number and nature of complaints resolved through alternative dispute resolution processes.

Qualification Requirements

National Diploma / Degree in Public Administration or Business Administration / Economic Science / Law.

Experience / Skills Required

3-5 years' relevant experience in complaints handling and resolution.
Knowledge of the Constitution, PFMA, National Treasury Regulations, and B-BBEE Act.

Personal Attributes / Behaviours / Attitudes