Senior Complaint Resolution Officer

Peoplus Recruitment; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Peoplus Recruitment is assisting a client in Hong Kong to recruit for a complaints management role. The position focuses on handling complaints against trustees and engaged service providers, with coordination across complainants, stakeholders and internal units to uncover facts.

Responsibilities include reviewing case materials, preparing replies and reports, compiling statistics, and guiding junior staff.

Qualifications

• Higher Diploma or above.
• Relevant working experience is preferred.

Responsibilities

• Manage and process complaints lodged against approved trustees and the service providers they engage.
• Coordinate with complainants, relevant stakeholders and internal units to establish the facts of each case.
• Support the review of case materials to identify improvement areas, problems or breaches by approved trustees.
• Prepare written replies to complainants, correspondence with stakeholders, and complaint case reports.
• Help compile complaint statistics and contribute to upgrades of the Complaints Section's application system.
• Oversee and guide junior staff in the performance of their duties.
• Carry out other tasks assigned by management or supervisors.

Education

Higher Diploma

Job description

Peoplus Recruitment is assisting a client in Hong Kong to recruit for a complaints management role. The position focuses on handling complaints against trustees and engaged service providers, with coordination across complainants, stakeholders and internal units to uncover facts.

Responsibilities include reviewing case materials, preparing replies and reports, compiling statistics, and guiding junior staff.