Casework Manager

We are currently recruiting for experienced Casework Managers who are looking for a new challenging role.

you must hold experience in the following area's:

Customer Service and Relationship Management:

• Ensuring customer service principles are met when interacting with complainants, appropriate authorities and other interested parties and explaining the reasons for decisions taken by the Commission.
• Initiating and maintaining liaison relationships with appropriate authorities and providing information to assist them in meeting their statutory referral obligations.

Complaint Management:

• Handling complaints in writing, over the telephone, and in face to face interviews from members of the public and appropriate authorities.
• Ensure that each complaint is dealt with independently and in view of its unique nature.
• Exercise considerable levels of discretion under the guidance and supervision of the position.
• Critically analyse evidence and information provided to the Commission.
• Assess whether the level of information provided by Appropriate Authorities is adequate.
• Obtaining further information as required to assist in analysis of the information.
• Draft reports containing analysis and recommend appropriate action.
• Ensure that the Commission’s decision’s are properly documented and effectively communicated as far as possible within the constraints of operational requirements.

Database Management:

• Accurately analyse and register written complaints, telephone calls and interviews on the Complaint Tracking Management System Corporate System (CTMS).
• Assist with the maintenance of the information stored on the CTMS.

If you feel you have the relevant experience then please apply following the relevant steps.