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B-BBEE COMMISSION
 
Job Title:  Manager: Complaints Handling
Post Number:  BEE/COM 068
Salary:  All-Inclusive Remuneration Package R733, 257 per annum, (Level 11)
Organisational Structure Department of Trade Industry and Competition -> Spatial Industrial Development and Economic Transformation Branch -> BEE Commissioner Office
Job Type:  Permanent
Location: Pretoria - , GT ZA (Primary)
 
Closing Date: 04 September 2020
 
Job Advert Overview:
To develop complaints handling system, procedures and processes and report on complaints trends.

 
Mandatory requirements:
  • Bachelor’s Degree/ National Diploma in Public Administration or Business Administration / Social Science / Economic Science / Law.
  • Minimum of 3 years’ relevant managerial experience. Experience in complaints handling and resolution will be an added advantage.
 
Skills/Knowledge:
  • Leadership skills;
  • Analytical skills; 
  • Verbal & written communication; 
  • Project management; 
  • Complaints handling, 
  • Dispute resolution skills; 
  • Negotiation skills; 
  • Time management; 
  • Conflict management skills; 
  • Presentation and report writing.
  • Knowledge of the Constitution, PFMA, National Treasury Regulations, B-BBEE Act; will be an added advantage.

 
 
Duties:

Complaints handling: 
  • Handle 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 of the complaints handling systems and provide recommendations to improve the efficiency of the subdivision; 
  • Evaluate the complaints handling system. 
 
Maintain and update the complaints database and tracking system: 
  • Maintain and updating of 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. 
 
Screening and analysing of complaints:
  • Ensure 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 about a referral to higher authorities for direction. 
  • Co-ordinate alternative dispute resolution processes.
  • 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. 

Manage the resources of the sub-division: 
  • Manage the human resources of the subdivision;
  • Provide inputs into the strategic planning of the unit and execution of the operational plan.
 

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Employment Equity Requirements
African female, Coloured, Indian and White candidates as well as PWD
 
Note: Shortlisted candidates will be subjected to a technical exercise and the selection panel for MMS and SMS positions will further recommend candidates to attend a generic managerial competency-based assessment. Background verification and security vetting will form part of the selection process and successful candidates will be subjected to security vetting. the dti is committed to the pursuit of diversity and redress. Applications must be submitted on a signed Z83 Form, which can be obtained from the dti’s website (http://www.thedti.gov.za) and must be accompanied by a comprehensive CV. The online application has the Z83 built in and does not require a separate Z83 to be completed. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
 
APPLY ONLINE