Purpose

• The Board seeks to appoint a progressive, service-oriented and results-driven individual to effectively provide innovative, cost-effective and value-added complaints assistance services to the SABFS, and to ensure good corporate governance within the Sheriffs’ profession.
• This position reports to the Manager: Complaints Officer.

Requirements

• A relevant Legal Degree (LLB) or equivalent
• 1-2 years' experience in complaints handling
• Empathetic and patient approach

Skills & Competencies

• Knowledge of complaint handling processes, customer service principles, and relevant policies and
  regulations
• Strong communication, interpersonal, and customer service skills
• Good administrative, organisational, and record-keeping skills
• Ability to accurately capture data and maintain attention to detail
• Ability to manage time, prioritise tasks, and meet deadlines
• Ability to handle sensitive information with confidentiality and professionalism
• Ability to resolve queries, use sound judgement, and escalate complex matters appropriately
• Computer literacy and ability to use office and case management systems
• Ability to work independently and as part of a team under pressure
• Communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment
• Knowledge of customer service principles and practices
• Proficiency in MS Office and Excel

Responsibilities

• Receive complaints and inquiries via email, telephone, and in person, and resolve complaint inquiries in a fair and timely manner
• Assist members of the public with lodging complaints
• Categorise and allocate complaints to relevant Complaints Administrators
• Acknowledge receipt of complaints and inquiries
• Assist with tracking the progress and maintenance of complaints schedules
• Assist with providing updates to complainants on the status of their complaints when required
• Liaise with internal departments to obtain information and supporting documentation when required
• Escalate complex, sensitive, or high-risk complaints to the Complaints Officer
• Assist the Complaints Officer with administration, documentation, case files, and reporting
• Ensure compliance with internal procedures, policies, and service standards
• Maintain confidentiality and proper handling of sensitive information
• Collaborate with teams to resolve complex issues

Additional Information

• A Curriculum Vitae, certified copies of ID and qualifications should be submitted.
• Only shortlisted candidates will be contacted.
• Should you not receive any response from SABFS within 4 weeks after the closing date, please consider your application unsuccessful.
• The South African Board for Sheriffs encourages applications from people with Disabilities.

Remuneration

Market related

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