Purpose
Handle customer complaints within an assigned region from receipt to closure, verifying cases on the ground at branches and resolving them before they escalate or generate compensation liability.
Responsibilities
- Handle assigned complaints end to end within statutory deadlines, maintaining customer contact throughout the case.
- Coordinate with the Ministry's regional branch and respond to inspector enquiries within the agreed standard.
- Verify case facts on site at branches — repair status, parts position, documentation — rather than relying on reported information.
- Contact customers proactively at key points in the repair cycle, including the day-7 parts checkpoint.
- Prepare complaint responses setting out the technical finding, the regulatory position and the action taken.
- Collect and submit documentation requested by inspectors — job cards, repair agreements, technical statements, warranty decisions.
- Settle customer disputes within delegated authority and document the agreement with the customer.
- Record all case activity accurately in the complaints register and keep case status current.
- Report recurring branch-level issues with supporting evidence.
Performance Measures
- Cases resolved within statutory deadlines · escalation rate · resolution and delay days · compensation value per case · accuracy of case records
Authority
- Settle cases within the delegated financial limit.
- Request case documentation directly from branches.
- Escalate cases approaching statutory deadlines without prior approval.
