About the Organisation
The Consumer Goods & Services Ombud (CGSO) was established to guide the consumer goods and services industry as to what is considered the minimum standards of conduct expected and to assist in resolving disputes that arise between consumers and suppliers in terms of the Consumer Protection Act (CPA).
The CGSO enforces the Consumer Goods and Services Industry Code of Conduct (“the Code”) by receiving and dealing with consumer goods complaints by a consumer free of charge and investigating alleged contraventions.
About the Job
The Complaints Manager will be responsible for managing a team that receives, investigates, assesses or adjudicates cases. The incumbent must be able to meet the objectives of the organization by ensuring customer satisfaction, they will administratively report to the CEO and technically to and represent the Ombudsman when not available.
Key Responsibilities
Operational Objectives
Manage all operational aspects of the CGSO relating to the processing and resolution of complaints against Participants
Ensure the average days to close is within the parameters set and that there is a good and constant flow of case closures
Ensure that manuals on operational processes are in place and kept updated
Ensure implementation of policies and procedures
Ensure case management system is kept up to date. On a regular basis analyse the system for possible improvements to ensure optimal performance
Ensure that all cases are read and assessed before allocation to adjudicators
Stakeholder Objectives - Actively assist the Ombudsman in the following areas:
Reporting to the board on all relevant operation aspects; Responding to media queries; Prepare and make presentations; Manage relationships with the Participants; Manage relationships with the regulators and other ombudsman offices; Manage liaison meetings with Participants
Assist Participants with their compliance in terms of the CGSO Industry Code
Regularly keep the CEO and the Ombudsman informed of all operational and strategic aspects affecting the CGSO
Monitor and report consumer complaints patterns and trends
Maintain confidentiality regarding the information that the stakeholders are likely to share with the case manager
Ensure all monthly, quarterly and annual statistics are available and accurate
Learning and Growth Objectives
Apply effective management skills in order to achieve good performance from staff
Ensure effective capacity planning to deal with increased volumes
Manage operational staff in a manner to keep them motivated and satisfied
Performance meetings and appraisal held with adjudicators and team leaders
Succession planning is in place for key roles
Ensuring that staff’s caseload administration is managed effectively
Requirements
Extensive experience in consumer protection, mediation and adjudication
5 years’ Management experience
LLB qualification with analytical skills
LLM and admission as an attorney are advantageous
People skills are critical
Relevant administrative and customer relations experience
Experience in the Retail sector is advantageous
Compliance certificate
To apply
In order to apply, email your application by Monday 11th August 2025 to melissa@actionappointments.co.za - send your completed AA bio form, letter of motivation and updated CV (all in MS Word format).
