Complaints Officer

South African Board for Sheriffs; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading organization in Gauteng is seeking a dedicated professional to lead the complaints investigation team. The role involves managing investigations, maintaining records, and ensuring compliance with legislation. The successful candidate will inspire and develop their team while overseeing project management and stakeholder engagement.

Qualifications

• Minimum of 5 years relevant complaints administration experience.

Responsibilities

• Provide team leadership and manage the complaints investigation process.
• Coordinate complaints investigations and reporting in compliance with the Act.
• Prepare and provide research and opinions on complaints.

Job description

Job Location : Gauteng, Johannesburg
Deadline : June 08, 2025
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KEY PERFORMANCE AREAS

The following highlights the key areas of focus but is not limited to:

• Provide team leadership and manage the complaints investigation process. Offer integrated leadership, planning, and decision-making for the team, inspiring them to fulfill the organisation's mandate.
• Coordinate complaints investigations and reporting in compliance with the Act and supporting legislation.
• Maintain accurate records and generate weekly and monthly reports on complaints statistics and trends analysis for management.
• Oversee electronic database systems for complaints and ensure their accurate maintenance.
• Implement document management and Archives Acts for storing digital and hard copy documents related to complaints investigations.
• Prepare FAQs and other informational documents related to the division's functions for internal and external use.
• Attend complaints meetings and provide advice in the absence of the Manager: Legal & Complaints.
• Allocate work to team members, monitor, and evaluate performance.
• Assist in designing and conducting training, including coaching and mentoring.
• Ensure personal development plans are in place for each staff member.
• Take corrective actions when team members' performance does not meet standards.
• Support the legal manager with performance management of team members per the Board’s policies.

Investigation of complaints

• Review and assign complaints based on complexity.
• Escalate complex matters to the complaints officer for guidance.
• Investigate complaints per the Act, regulations, and Code of Conduct.
• Make recommendations after investigations regarding closure or charging the sheriff, and present to the Complaints Committee.
• Provide telephonic advice to complainants regarding the Sheriffs Act, regulations, and Code of Conduct.
• Conduct mediations of complaints lodged against sheriffs, both telephonically and physically.
• Consult with stakeholders lodging complaints at the Board’s offices.
• Adhere to strict investigation time frames, aiming for a maximum of 90 days, and work on improving turnaround times.

Project Management and research

• Monitor, track, and report on progress of special projects to stakeholders.
• Engage with stakeholders to meet expectations and participate in forums, including making presentations.
• Prepare and provide research and opinions on complaints to the divisional and Executive Managers.
• Draft documents related to the Board’s functions under the Act and supporting legislation, including quarterly newsletter articles.
• Stay updated on legislation and trends affecting the sheriffs’ profession, publishing insights quarterly.
• Ensure accuracy of references to the Sheriffs Act 90 of 1986 in all documents.

QUALIFICATIONS & EXPERIENCE

• Minimum of 5 years relevant complaints administration experience.