Complaints Officer is responsible for receiving and administering housing consumer complaints against homebuilders related to the statutory warranty obligations. Through the proper administering of the complaints process by the Complaints Officer the housing consumer is provided protection on all valid warranty complaints and consumer awareness on the homebuilder’s rights and obligations in terms of the Housing Consumers Protection Measures Act 95 of 1998 as amended.
- Receive, assess and process customer complaints ensuring completeness and supporting documentation of the complaint;
- Recommend complaints for conciliation and generate files;
- Facilitate payment for conciliation fee and refund for retention held by the NHBRC;
- Arrange meetings (on-site or office) between the Housing Consumer, Home Builder, Engineers and the Conciliation Officer through process of mediation to resolve the customer complaints;
- Notify housing consumers on the outcomes of complaints in writing;
- Prepare closure letter after repairs has been completed;
- Prepare letter for an investigation of structural distress;
- Prepare and submit files to the Legal section to effect suspension and recovery processes;
- Arrange with Supply Chain accommodation, storage and transport facility on remedial of files;
- Ensure proper filing and archiving of documentations;
- Ensure complaint related documents are retrieved as requested by auditors and management;
- Ensure complaints database is updated and maintained;
- Attend regular sectional meetings;
- Compile daily, weekly, monthly statistical and adhoc reports for the Supervisor/Manager;
- Professionally handle complaints from customers and ensure that issues are resolved both promptly and thoroughly;
- Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process;
- Thoroughly and efficiently gather customer information access and fulfil customer needs, educate the customer where applicable;
- Keeping an inventory of customer complaints, conciliation and remedial in order to review them and improve the standards of the council;
- Manage customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with NHBRC policies and procedures;
- Interact with customers to provide the response to complaints about the NHBRC products and services;
- Facilitate the resolution of customer complaints, within given timelines;
- Appropriately escalate all unresolved issues/complaints to the Supervisor/ Manager;
- Assist with home builder and housing consumer / stakeholder engagement, awareness and education
- To provide complaint trends and communicate lessons learnt to the Supervisor/ Manager, so service levels can be improved;
- Ensure all NHBRC policies and procedures relating to customer complaints are followed and are adhered to and documented within the office.
MINIMUM REQUIREMENTS:
- Grade 12;
- 3 Year Diploma (NQF 6) in Office Administration, Public Administration, Business Administration;
- Minimum 2 years’ customer complaints and administration experience;
- Experience of handling difficult customers;
- Knowledge of customer services charter, ethics, principles and procedures;
- Proficiency in mediation, administrative and documentation procedures;
- Basic understanding of construction language;
- Understanding of Housing Protection Measures Act 95 of 1998, Regulation Gazette No. 1408 and relevant legislation;
- Knowledge of Complaints Protocol and Dispute resolution.
APPOINTMENT:
The above-mentioned position will be offered on a permanent basis with a Total Cost To Company package.
ENQUIRIES:
Please note the following contact details are for enquiries about JOB CONTENT ONLY and NOT for application purposes.
Mr.Jabulani Ntshani
Tel: (011) 317 0000
CLOSING DATE: 22 March 2019
APPLICATION PROCESS:
Please email your CV to [email protected] with “Complaints Officer” in the subject line. Applicants are informed that correspondence will be limited to short-listed candidates only. If notification of an interview is not received within 1 month after the closing date, candidates may regard their application as unsuccessful.
Disclaimer: The National Home Builders Registration Council (NHBRC) will consider all applications in terms of its Employment Equity Plan. The NHBRC reserves the right not to make an appointment. Candidates may be subjected to appropriate psychometric testing and other selection instruments. In conjunction to merit on the basis of qualifications, experience and proven achievements the National Home Builders Registration Council is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups.
NOTE: PREFERENCE WILL BE GIVEN TO APPLICANTS LIVING WITH DISABILITIES.
Apply here!