Complaints Resolution Officer

Public Protector South Africa - Pretoria, Gauteng

Closing date yi 21 ka January 2022

Government Full-Time Government Facebook Schedule


  • Minimum of a 3-year qualification in Paralegal Studies (National Diploma in Legal Assistance) or a National Diploma in Law.
  • A minimum of 2 year’s relevant experience in a customer service and Call Centre environment will be an added advantage.
  • Good communication and interpersonal skills.

Skills & Competencies

  • The successful candidate must be able to communicate effectively and have a strong customer focus, be computer literate as well as the willingness to work in a small, dynamic and cross-functional team. Well-developed telephone etiquette and professional conduct.


  • The incumbents will handle all PPSA-related enquiries.
  • Provide customer education.
  • Ensure customer satisfaction and quality service.
  • Sorting of complaints in terms of applicable legal provisions and legislations.
  • Monitor and follow up on requests that have been escalated to programme and responsibility managers.
  • Monitor and produce performance statistics and analyse statistics with a view to continuous improvement.
  • Develop standards for prompt attendance and answering of calls.
  • Organise a relief plan for all staff at all times when needed.
  • Direct calls to the relevant officials to ensure that client needs are attended.
  • Liaise with provincial offices of the Public Protector on customer queries.

Additional Information

  • Please direct your application, stating the relevant reference number as follows: For the attention of Ms P Moota by email.
  • Please quote the reference number and position applying for on the email subject line.
  • All appointments will be done in terms of the Public Protector Act and a 12-month probation period which may be extended to 18 months will be applicable.
  • The successful candidate will be expected to sign the secrecy declaration form and a performance agreement within 2 months of accepting the position.
  • All successful candidates will have to undergo security clearance and vetting.
  • The Public Protector South Africa reserves the right not to fill the vacancies.
  • Applications must be accompanied by a covering letter with a detailed CV, 3 contactable references, recently certified (within 6 months) copies of qualifications (matric certificates, certificates of qualifications), a valid Driver’s License (where required) and ID document.
  • Applications not complying with the above will be disqualified.
  • Correspondences will be limited to the short-listed candidates.
  • Should you not be contacted within 2 months, please consider your application to be unsuccessful.
  • The Public Protector South Africa is an equal opportunity, affirmative action employer and is committed to the achievement and maintenance of representivity (race, gender and disability).
  • Preference will be given to the candidates whose appointment or promotion meets the requirements for Employment Equity representivity in the Institution.
  • People with disabilities and Males (All races) will be given preference.

Ref No

  • PPSA 16/01/2022


  • R211 713.00plus benefits


  • Ms P Moota, tel. (012) 366 7020

Closing Date

  • 21 January 2022, 16:30

Download Full Vacancy

Email Application

[email protected]