Customer Service Officer

Key Accountabilities

1. Manage Inquiries & Complaints: Serve as the first point of contact, handling phone calls and correspondence from the public, complainants, practitioners, and employers. Provide clear, accurate information on regulatory processes.
2. Assess & Triage: Analyse incoming complaint information to conduct initial risk assessments. Accurately refer and escalate serious or sensitive cases to senior staff as required.
3. Maintain Accurate Records: Ensure all complaint details are captured and recorded correctly in databases, adhering to legislative requirements, confidentiality, and data quality standards.
4. Prepare Documentation & Reports: Draft and distribute complaint briefs for assessment and contribute to regular reports and statistics for stakeholders and the Annual Report.
5. Support Process Improvement...