Assistant Manager: B-BBEE Complaints Handling X2Listing reference: nef_000103Listing status: OnlineApply by: 9 December 2024Position summaryJob category: Government and NGOContract: Fixed Term ContractRemuneration: Market RelatedEE position: NoIntroductionTo develop complaints handling system, procedures and processes and report on complaints trends.1. Complaints HandlingHandle 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 systemMaintain 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 complaintsEnsure 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 RequirementsNational Diploma/Degree in Public Administration or Business Administration / Economic Science / Law.Experience / Skills Required3-5 years' relevant experience in complaints handling and resolution.Knowledge of the Constitution, PFMA, National Treasury Regulations, and B-BBEE Act.Personal Attributes/Behaviours/Attitudes
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