Job Description
Job Description
Number of Posts: 1
Grade: C3 Reference: ZICC/HR2/2026/16 Reports To: Manager – Complaints Handling Employment: Permanent Duty Station: Head Office, Harare Closing Date: 30 October 2026, 16:30 CAT
Purpose of the Position
Manage the receipt, registration, categorisation, preliminary assessment and tracking of public complaints lodged against members of the security services, in accordance with standard operating procedures and with a high standard of public service.
Duties and Responsibilities
Key Performance Areas
1. Intake and Registration: Receive walk-in, postal and digital complaints; record complaint narratives, administer intake questionnaires and capture data in the Complaints Management Information System (CMIS).
2. Preliminary Assessment and Categorisation: Assess complaints against jurisdictional and statutory admissibility criteria; categorise by urgency, severity and service; route admissible matters for investigation.
3. Case File Maintenance and Tracking: Open secure physical and electronic case files; maintain registers of matters referred to other bodies; keep complainants informed of progress.
4. Complainant Relations: Provide courteous, professional service to complainants, explain the Commission’s processes and respond to public enquiries.
5. Trend Analysis and Reporting: Compile weekly and monthly complaints statistics, identifying geographic and operational trends in reported misconduct.
Qualifications and Experience
Qualifications and Experience
* Bachelor’s degree in the Social Sciences, Humanities, Security Studies, Governance, Sociology, Psychology, Social Work or a recognised equivalent.
* Minimum of two (2) years of experience in complaints handling, customer relationship management or case management in a public sector or regulatory oversight body.
How to Apply
SECTION 3: HOW TO APPLY
1. Application dossier
Each application must contain the following, in this order:
* An application letter stating the position applied for and its reference number (e.g. ZICC/HR2/2026/13 – Investigator). A separate application is required for each position.
* A detailed curriculum vitae with complete employment history and dates.
* Certified copies of the National Identity Document and Birth Certificate.
* Certified copies of academic and professional certificates and academic transcripts.
* Certified copies of current professional registrations and practising certificates where the position requires them (Council of Social Workers, Allied Health Practitioners Council of Zimbabwe, Law Society of Zimbabwe, PAAB/ICAZ, Traffic Safety Council of Zimbabwe).
* Names of at least three (3) professional referees, with verifiable telephone numbers and email addresses.
2. Submission
By hand delivery or registered post: In a sealed envelope clearly marked “VACANCY: POSITION TITLE – REF: ZICC/HR2/2026/POSITION No.”, addressed to:
The Human Resources Department Zimbabwe Independent Complaints Commission First Mutual Building, 99 Jason Moyo Avenue Harare, Zimbabwe
By email: to hr@zicc.org.zw, with the position title and reference number in the subject line and all documents attached as PDF files.
3. Closing date
Applications must be received by 16:30 hours (CAT) on Friday, 30 October 2026. Late, incomplete or incorrectly marked applications will not be considered.
4. Equal opportunity
The Commission is an equal opportunity employer committed to gender equity, diversity and non-discrimination. Qualified women and persons with disabilities are strongly encouraged to apply.
5. Vetting, canvassing and communication
Shortlisted candidates will be subject to background checks, verification of academic and professional credentials, and standard state security vetting. Canvassing in any form, direct or indirect, will result in immediate disqualification. Only shortlisted candidates will be contacted; applicants who have not heard from the Commission within thirty (30) days of the closing date should consider their applications unsuccessful.
6. Protection of personal information
Personal information submitted will be used solely for this recruitment process and handled in accordance with the Cyber and Data Protection Act Chapter 12:07.