Job Skills

• Teamwork and organizational skills
• Active listening, communication and negotiation skills
• Analytical, problem solving and critical reasoning skills
• Effective oral and written communication skills

Job Description

we are looking to Hire for Grievance Specialist.

Qualification and skills

Required :Job Purpose: The Grievances Specialist is responsible for the handling of consumer complaints or grievances, in an independent, fair, timely and accurate manner. This also includes escalating consumer complaint as necessary to ensure their appropriate resolution. In addition, this role is responsible for extracting data from the grievances and working with the Consumer Protection Section Head to draw necessary conclusions and actions based upon frequent complaints

.Job-specific Responsibilities :
• Carry out proper handling of customer complaints (e.g. complaint registration, processing, follow up and closing) through the execution of codes of conduct, standards and a complaints resolution process.
• Respond to consumers’ complaints escalated or unresolved grievances against the licensed companies, and investigate cases to ensure correct process was followed and licensed companies acted in accordance with license regulations, codes of conduct and standards.
• Conduct investigations and propose appropriate action in cases of license breaches or non-compliance to consumer codes of conduct and standards.
• Collate required data to enable the preparation and issuing of regular reports on key areas of consumer protection. Present to the review and draft regular reports on the consumer protection departments to the relevant stakeholders.
• Support the Consumer Protection Section Head in setting appropriate grievance and escalation procedures to ensure their smooth handling and resolution.
Job Requirements:
• Bachelor's degree in a relevant discipline e.g. Business Administration
• Minimum of 2 years of experience, in a relevant field
Knowledge
• Knowledge of consumer escalation procedures, processes and practices
• Knowledge of grievance procedures, processes and practices
• Knowledge of consumer protection regulations, code of conduct, etc.
• Knowledge of consumer protection methods, tools and techniques
• Knowledge of consumer protection principles and processes
• Knowledge of the energy sector and regulatory activities within the energy sector
Attributes
• Ability to address consumer complaints and reach to an appropriate resolution protecting consumers best interests
• Ability to evaluate complex information to verify accuracy and understand implications
• Ability to communicate with diverse stakeholders
• Ability to demonstrate good judgement in an efficient manner
• Ability to work effectively with key stakeholders (including government officials), DoE leadership and management, external parties, and advisors
• Ability to scan the external environment to understand impact on the organization and the sector
• Ability to build and lead a collaborative and high-performing team
Skills
• Teamwork and organizational skills
• Active listening, communication and negotiation skills
• Analytical, problem solving and critical reasoning skills
• Effective oral and written communication skills