Principal Complaints & Advice Officer (Customer Service) | HK Talent Engage

Job description

Complaints & Advice Division
**3-year fixed-term contract

Job Purposes:

The Principal Complaints & Advice Officer will serve as a member of the management team to develop the Council’s business strategy with dispute resolution and prevention as the focus. He / She will lead a team of staff to handle consumer complaints and enquiries effectively in accordance with the strategy and approach.

Principal Responsibilities:

1. Lead and oversee the design, formulation and implementation of complaint and enquiry handling strategy and measures, and is responsible for management of related statistics for reporting and strategy planning;
2. Manage the resources, productivity and performance of the Division with a view to optimizing the efficiency and effectiveness of the Division;
3. Support in making use of the intelligence and insights to facilitate consumer education at community level;
4. Build, maintain and develop network with traders and trade associations for the purpose of enhancing the efficiency in complaint handling through conciliation developing, and self-regulatory codes of conduct in the industry so as to enhance trade ethics and improve trader-consumer relationship;
5. Represent the Council in external committees and advisory groups to express views in the interests of consumers;
6. Train and develop members of the Division with a view to enhancing the efficiency and effectiveness of services delivered by them; and
7. Manage the office of the Division at Kodak House and complaint centers at various locations.

Requirements and Competencies:

The ideal candidate should be a strong strategic planner and a versatile team player, with proven leadership, excellent interpersonal and negotiation skills, high analytical ability in handling complex and difficult issues. A breadth of experience in working with various government, public and private bodies will be of advantage. Eligible candidate should possess the following:

1. At least 15 years’ extensive experiences in leading and manage a sizable team of complaint handling, mediation and/or answering enquiries;
2. Solid knowledge in dispute prevention and resolution with the necessary competencies and skills in strategic planning, community outreach, program evaluation, program delivery and administration to achieve effective and efficient handling of complaints and enquiries;
3. A good understanding of the local consumer market and application of consumer protection laws. Possessed strong analytical and ability to detect and forecast the trend of consumer complaints and take the necessary responsive measures, and experience in the application of information technology in complaint handling context or relevant project management experience;
4. A recognized university degree, or higher degree or relevant professional qualifications; and
5. High proficiency in spoken and written English and Chinese. Fluency in Putonghua is an advantage.

Terms of Appointment & Fringe Benefits

Appointment will be offered on 3-year fixed-term contract. Fringe benefits include paid leave, cash allowance, medical insurance and MPF. End-of-contract gratuity will be offered after the 1st 3-year contract.

Remuneration and Benefits

1. MPS 45 – 49
2. Cash allowance
3. Other fringe benefits as stipulated under the Consumer Council Service Regulations

Interested party please send your application with full resume to Paul Mak & Associates Ltd., Suite 1524, Prince’s Building, 10 Charter Road, Central, Hong Kong or by clicking APPLY NOW . Closing date for application is 29 May 2023. For enquiries, please call Paul Mak on (852) 2525 5211.

Candidates not invited for interview by the end of July 2023 may assume their applications are unsuccessful. The information will be used for consideration of job applications only.