The posting
- 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.



