MANAGER

Serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals professionally and empathetically.

Manage cases end-to-end, ensuring accurate assessment, timely resolution, proper documentation and clear communication.

Collaborate with internal and external stakeholders to resolve cases and facilitate seamless service delivery.

Identify callers needs, service gaps and recurring issues, and provide feedback to improve processes and customer experience.

Contribute to the development of operational procedures, knowledge resources and continuous improvement initiatives.