Description

The role is responsible for developing and implementing complaint classification systems and codes, receiving and recording complaints, maintaining a secure and up to date complaints database, supporting stakeholder training on complaints procedures, and preparing departmental work plans, budgets, and reports.

Responsibilities

Job Description

• (i) Initiate the development of an institutional system and codes for classification of complaints;
• (ii) Receive, classify and record complaints;
• (iii) Collaborate with the Directorate of Training and Outreach to facilitate the training of stakeholders on the complaint’s procedures;
• (iv) Maintain and update a complaints database;
• (v) Ensure the safety and protection of confidential documents and information relating to the complaints;
• (vi) Prepare Work plans and budget for the Department; and
• (vii) Prepare reports for the Department.

Person specification

• (i) Cumulative service period of fifteen (15) years, three (3) of which must be at the grade of Assistant Director or a comparable position;
• (ii) A Bachelors degree in any of the following disciplines: Economics, Commerce, Statistics, Taxation, Finance, Law or related disciplines from a recognized institution;
• (iii) A Masters degree in any of the following disciplines: Economics, Commerce, Statistics, Taxation, Finance, Trade Law, Customs or related disciplines from a recognized Institution;
• (iv) Leadership Course lasting not less than four (4) weeks from a recognized institution
• (v) Membership of a relevant professional body where applicable
• (vi) Practicing License where applicable;

• Initiate the development of an institutional system and codes for classification of complaints;
• Receive, classify and record complaints;
• Collaborate with the Directorate of Training and Outreach to facilitate the training of stakeholders on the complaint’s procedures;
• Maintain and update a complaints database;
• Ensure the safety and protection of confidential documents and information relating to the complaints;
• Prepare Work plans and budget for the Department; and
• Prepare reports for the Department.

• Cumulative service period of fifteen (15) years, three (3) of which must be at the grade of Assistant Director or a comparable position;
• A Bachelors degree in any of the following disciplines: Economics, Commerce, Statistics, Taxation, Finance, Law or related disciplines from a recognized institution;
• A Masters degree in any of the following disciplines: Economics, Commerce, Statistics, Taxation, Finance, Trade Law, Customs or related disciplines from a recognized Institution;
• Leadership Course lasting not less than four (4) weeks from a recognized institution
• Membership of a relevant professional body where applicable
• Practicing License where applicable;