Complaints Officer

SUMMARY:
Our client, in the legal and justice sector, is seeking a Complaints Officer to lead the complaints department. The role involves supervising staff, overseeing complaints investigations, ensuring accurate reporting and supporting the efficient resolution of cases.

POSITION INFO:
Requirements:

• Relevant LLB Degree.
• Minimum of 5 years’ experience in complaints administration.
• At least 2 years in a supervisory role.
• Valid driver’s licence.
• Demonstrated knowledge of effective practices and complaints investigation procedures.
• Ability to identify best practices and adapt existing procedures to optimise organisational performance.
• Creative and effective use of technology to enhance work processes.
• Strong project management skills.
• Excellent research and investigative abilities.
• Highly organised with strong administrative skills.
• Proficient in logistics, planning, and implementation.
• Solid understanding of relevant legislation.
• Capable of developing strategic, tactical, and operational solutions.
• Strong influencing and stakeholder engagement skills.
• Excellent communication and facilitation skills.
• Exceptional report writing capabilities.
• Possess specialised knowledge relevant to the role.
• Sound customer relations skills.

• Lead and manage the complaints team, ensuring performance, coaching and development plans are in place.
• Oversee and coordinate complaints investigations, maintaining records, databases, and reports in compliance with legislation.
• Review, allocate, and investigate complaints, conduct mediations, provide guidance to complainants, and escalate complex matters as needed.
• Monitor and report on divisional projects, liaise with stakeholders, and deliver presentations or research support.
• Draft official documents, reports, and articles, keeping up to date with legislation and trends affecting the profession.