JOB DESCRIPTION

Job Title

Assistant Officer Complaints Handling and Advocacy

Job Grade

UCC 7

Department

Economic Regulations & Consumer Affairs

Division / Section

Consumer Affairs

Reports To

Officer Complaints Handling and Advocacy

Supervises

None

Location

Communications House

Review Date

January 2025

Job Purpose

To effectively manage and resolve consumer complaints, ensuring Consumer Affairs and satisfaction in alignment with organisational guidelines and regulatory mandates. This role also involves advocating for consumer rights and participating in industry-related engagements to promote service excellence.

Primary Tasks and Responsibilities

1.      Receive, investigate, and resolve consumer complaints promptly and efficiently, escalating complex complaints to relevant departments or operators for timely updates and resolutions.

2.      Participate in industry forums and engagements, contributing to the planning and execution of advocacy programs and industry engagements to highlight and address consumer concerns for consumer rights and improvements in service quality.

3.      Maintain comprehensive records of all consumer complaints and resolutions, generate and analyse periodic reports on complaint trends.

4.      Provide insights for internal strategy adjustments and analyse operator complaints reports and consumer feedback to identify trends and areas for improvement.

5.      Monitor and report on industry compliance with consumer affairs regulations and guidelines, conduct customer experience audits utilise social media and digital platforms to gather consumer insights, lead digital outreach initiatives, and manage front-line communication channels to engage with consumers and raise awareness on consumer rights.

6.      Develop and disseminate educational content on complaint-handling processes and Consumer Affairs.

7.      Maintain flexibility to accommodate any other duties that may be assigned by the supervisor from time to time.

Key Performance Indicators

1.      Reduction in complaint resolution times.

2.      Increased consumer satisfaction ratings.

3.      Enhanced compliance with industry regulations.

4.      Effective identification and communication of complaint trends.

5.      Successful execution of advocacy and outreach programs.

Education and Professional Qualifications

Bachelor of Business Administration, Business Computing, Social Sciences, or related field.

Working Experience

Minimum of two (2) years in complaints handling, customer service, or advocacy role.

Skills, Knowledge and Abilities

Technical

·       Strong analytical and problem-solving abilities.

·       Proficiency in data analysis and report writing.

Behavioural

·       Excellent communication and interpersonal skills.

·       Ability to work independently and as part of a team.

·       High level of integrity and professionalism.