SOUTH AFRICAN BOARD FOR SHERIFFS

COMPLAINTS MANAGER

Duration: 6 months contract

Location: Midrand, Gauteng

Remuneration: Market related

The South African Board for Sheriffs (SABFS) is responsible for the maintenance of the esteem of, the enhancement of the status of, and the improvement of the standard of training of and functions performed by sheriffs, in a manner that enhances access to justice.

The successful candidate will be responsible for ensuring that complaints are managed fairly, consistently and efficiently, in accordance with the Sheriffs Act 90 of 1986, its regulations, the Code of Conduct for Sheriffs and applicable Board policies and procedures.

This position reports to the Acting Executive Manager

KEY PERFORMANCE AREAS

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

 Provide strategic and operational leadership of the Complaints function.

 Oversee the receipt, assessment, allocation, investigation and resolution of complaints against sheriffs.

 Manage complex, sensitive and high-risk complaints and ensure appropriate escalation where required.

 Review investigation reports, findings and recommendations to ensure quality, accuracy and compliance.

 Develop, review and implement complaints management policies, procedures and Standard Operating Procedures.

 Identify complaints-related risks, recurring issues and trends and recommend appropriate corrective action.

 Lead, manage, coach and develop the Complaints team and monitor performance against agreed objectives.

 Oversee complaints statistics, trend analysis and management reporting.

 Provide strategic advice and recommendations to the Executive Manager and relevant Board Committees.

 Manage relationships with complainants, sheriffs, legal representatives and other relevant stakeholders.

 Facilitate or oversee mediation and dispute-resolution processes where appropriate.

 Drive continuous improvement initiatives to improve complaints processes, service standards and turnaround times.

 Conduct research and keep abreast of legislative and regulatory developments affecting complaints management and the sheriff profession.

 Lead or participate in projects relating to the complaints function and the organisation’s regulatory mandate.

KNOWLEDGE, SKILLS AND ABILITIES

 Strong leadership and people management skills.

 Strategic thinking and sound judgement.

 Strong legal, complaints management and investigation skills.

 Excellent analytical and problem-solving abilities.

 Strong decision-making and report-writing skills.

 Excellent communication and stakeholder management skills.

 Ability to manage complex, sensitive and confidential matters.

 Strong understanding of legislation and regulatory requirements.

 High level of integrity, professionalism and confidentiality.

 Ability to work under pressure and meet strict deadlines.

 Self-motivated, proactive and service-oriented.

 Commitment to Batho Pele principles.

QUALIFICATIONS & EXPERIENCE

 Relevant LLB Degree

 Admitted Attorney of the High Court.

 Minimum 3 years’ relevant experience in legal and complaints management, legal investigations, regulatory, compliance or a related environment.

 Minimum 3 years’ experience in a supervisory or management role.

 Demonstrated experience in dealing with complex investigations and complaints.

 Experience in a regulatory, statutory or legal environment will be an advantage.

 Sound knowledge and understanding of the Sheriffs Act 90 of 1986, its regulations and the Code of Conduct for Sheriffs.

 Knowledge of complaints management, investigations, dispute resolution and mediation processes.

 Experience in developing and implementing policies, procedures and SOPs.

 Experience in analysing complaints data, identifying trends and preparing management reports.

 Valid driver’s license.

NOTE: 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.

APPLICATION PROCESS

 A Curriculum Vitae, certified copies of ID and qualifications should be submitted to: https://www.surveymonkey.com/r/PZ9J832

 Closing date for all applications – 26 August 2026

NOTE: The South African Board for Sheriffs encourages applications from people with Disabilities.

FULL JOB DESCRIPTION

JOB TITLE COMPLAINTS MANAGER

ROLE MISSION

The main purpose of the position is to provide strategic and operational leadership in the management of complaints received against sheriffs and to ensure that the organisation fulfils its statutory mandate in relation to the investigation, management and resolution of complaints.

The incumbent is responsible for overseeing the complaints management function, ensuring that complaints are handled fairly, consistently, efficiently and within prescribed timeframes, in accordance with the Sheriffs Act 90 of 1986, its regulations, the Code of Conduct for Sheriffs and applicable Board policies and procedures.

ORGANISATIONAL STRUCTURE REPORT TO Executive Manager

DIRECT REPORTS (first level) Complaints Officer

NUMBER OF REPORTEES (Second level) 5 (4 x Complaints Administrators and 1 x Complaints Assistant)

REQUIRED MINIMUM QUALIFICATION / EXPERIENCE

 Grade 12, LLB Degree.

 Admitted attorney of the High Court

 Minimum of 3 years’ relevant experience in legal and complaints management, legal investigations, regulatory, compliance or a related environment.

 Minimum of 3 years’ experience in a supervisory or management role.

 Demonstrated experience in dealing with complex investigations and complaints.

 Experience within a regulatory, statutory or legal environment will be an advantage.

 Sound knowledge and understanding of the Sheriffs Act 90 of 1986, its regulations and the Code of Conduct for Sheriffs.

 Knowledge and understanding of complaints management, investigations, dispute resolution and mediation processes.

 Experience in developing and implementing policies, procedures and standard operating procedures.

 Experience in analysing complaints data, identifying trends and preparing management reports.

 Valid driver’s licence.

JOB GRADING LEVEL D2

REQUIRED COMPETENCIES

 Strong knowledge of legal and complaints management and investigation processes.

 Strong understanding and application of relevant legislation and regulatory requirements.

 Strategic thinking and sound judgement.

 Strong leadership and people management skills.

 Excellent analytical and problem-solving abilities.

 Ability to manage complex, sensitive and confidential matters.

 Strong decision-making and recommendation skills.

 Ability to identify complaints-related risks, trends and systemic issues.

 Ability to develop and implement effective processes and controls.

 Strong stakeholder relationship management skills.

 Excellent communication and interpersonal skills.

 Ability to work under pressure and meet strict deadlines.

 High level of integrity, confidentiality and professionalism.

 Self-motivated and able to take initiative.

 Strong service orientation and commitment to Batho Pele principles.

KEY PERFORMANCE AREAS

NO. - KEY PERFORMANCE AREAS (MAJOR ACTIVITIES / RESPONSIBILITIES) - INPUT (METHODS USED) - OUTPUT (EXPECTED RESULTS)

1. Strategic Management of the Complaints Function

 Provide strategic and operational leadership for the complaints function in line with the organisation’s statutory mandate and strategic objectives.

 Develop, implement and review complaints management processes, procedures and service standards.

 Ensure that complaints are managed consistently and in accordance with the Sheriffs Act 90 of 1986, regulations, Code of Conduct and applicable Board policies.

 Oversee the effective allocation, investigation, resolution and escalation of complaints according to their nature and complexity.

 Identify opportunities to improve the efficiency, quality and turnaround times of the complaints function.

 Provide strategic advice and recommendations to the Executive Manager and relevant Board Committees on complaints-related matters.

2. Management and Oversight of Complaints Investigations

 Oversee the receipt, assessment, allocation, investigation and resolution of complaints lodged against sheriffs.

 Review complex, sensitive and high-risk complaints and provide guidance to Complaints Officers on the appropriate approach.

 Review investigation reports, findings and recommendations to ensure that they are accurate, objective and adequately supported.

 Ensure that matters requiring possible disciplinary action are appropriately escalated to the relevant legal or disciplinary process.

 Monitor complaints throughout the investigation process to ensure compliance with prescribed turnaround times.

 Identify and address delays, backlogs and operational challenges affecting the resolution of complaints.

 Oversee the preparation and submission of matters to the relevant Board Committee where required.

3. Complaints Governance, Policies and Procedures

 Ensure that complaints management practices comply with the Sheriffs Act, regulations, Code of Conduct and applicable organisational policies and procedures.

 Develop, review and maintain complaints management policies, procedures and Standard Operating Procedures.

 Monitor compliance with approved complaints processes and identify gaps requiring corrective action.

 Identify operational, regulatory, reputational and service-delivery risks arising from complaints.

 Monitor recurring complaints and systemic issues and recommend appropriate corrective and preventative measures.

 Ensure that confidential complaints information and supporting documentation are properly managed, secured and retained in accordance with applicable requirements.

4. Leadership and Performance Management

 Provide effective leadership and direction to Complaints Officers and Complaints Administrators.

 Allocate work and monitor workloads to ensure the effective utilisation of departmental resources.

 Set clear performance expectations and monitor employees against agreed objectives and service standards.

 Provide coaching, mentoring and guidance to team members to improve performance and professional development.

 Identify training and development needs and ensure that appropriate development plans are implemented.

 Conduct performance discussions and address performance or conduct matters in accordance with the Board’s policies and procedures.

 Promote a culture of accountability, teamwork, professionalism, customer service and continuous improvement

5. Complaints Reporting, Statistics and Trend Analysis.

 Oversee the maintenance of an accurate and up-to-date complaints database and records.

 Monitor complaints volumes, categories, outcomes, turnaround times and outstanding matters.

 Review and analyse monthly, quarterly and annual complaints statistics.

 Identify trends, recurring complaints, emerging risks and systemic issues affecting the sheriff profession or the organisation.

 Prepare accurate and timely management reports and submissions for the Executive Manager and relevant Board Committees.

 Provide recommendations based on complaints data to support informed management and regulatory decision-making.

 Monitor the implementation of actions arising from complaints reports and trend analysis.

6. Stakeholder Management and Complainant Service.

 Establish and maintain professional relationships with complainants, sheriffs, legal representatives and other relevant stakeholders.

 Oversee the handling of escalated, sensitive and complex complaints and ensure appropriate communication with stakeholders.

 Ensure that complainants receive clear, accurate and timely information regarding the progress and outcome of their complaints.

 Address stakeholder concerns relating to complaints processes and service delivery.

 Participate in stakeholder engagements, meetings, forums and awareness initiatives where required.

 Promote the principles of Batho Pele, fairness, transparency and professionalism in the handling of complaints.

7. Mediation, Dispute Resolution and Complex Matters.

 Provide oversight and guidance on complex complaints and disputes.

 Facilitate or oversee telephonic and physical mediation where appropriate.

 Assess matters and determine appropriate approaches for resolution, escalation or further investigation. 

 Ensure that serious allegations and matters with potential regulatory, financial or reputational implications are appropriately escalated.

 Provide recommendations on appropriate resolution and further action based on the facts and applicable legislative requirements.

 Monitor the outcome of resolved matters and identify lessons that can improve future complaints handling.

8. Research, Continuous Improvement and Project Management

 Keep abreast of legislative, regulatory and industry developments affecting complaints management and the sheriff profession.

 Conduct research on complaints-related matters and provide relevant information and recommendations to management.

 Identify and implement initiatives aimed at improving complaints processes, service standards and turnaround times.

 Develop or contribute to guidelines, FAQs, awareness material and other information relating to the complaints function.

 Lead or participate in projects and initiatives relating to complaints management and the organisation’s regulatory mandate.

 Monitor project milestones, deliverables, risks and stakeholder requirements and report on progress to management.

ROLE DEFINITION SIGNATURES

AGREED BY INCUMBENT :

AGREED BY MANAGER:

DATE: