LAUTOKA CITY COUNCIL
The Lautoka City Council invites application from suitably qualified, highly motivated and experienced candidates for the following positions:
- Complaints Officer
- Digital Communications Officer
- Horticulturist (3 positions)
- Senior Development Assessment & Compliance Officer
- Development Assessment & Compliance Officer
Detailed job descriptions and application form can be downloaded from the Councils website: https://www.mylautokacity.org/careers/
All applications will be treated in confidence and should include a cover letter, detailed resume and filled in application form, and are to be forwarded to the Chief Executive Officer, Lautoka City Council, P. O. Box 124, LAUTOKA, or emailed to firstname.lastname@example.org
Applications close at 3.00pm on Thursday, 24th December 2020.
Lautoka City Council is an equal opportunity employer. Only shortlisted candidates will be contacted.
MOHAMMED ANEES KHAN
CHIEF EXECUTIVE OFFICER
ROLE TITLE: Complaints Officer
- Position Level: Staff
- Remuneration: A competitive salary depending on qualifications and work experience will be offered to the successful candidate. This is a contractual position with an initial period of three (3) years.
- Duty Station: Civic Centre Building, 169 Vitogo Parade, Lautoka.
- Reporting Responsibilities;
a) Reports To: Directly reports to the Internal Auditor.
b) Liaises with: The Chief Executive Officer and all other Department Heads and Sub–Heads, Stakeholders, other agencies, NGO’s.
c) Subordinates: N/A.
d) External Relationships: Special Administrators, Government Ministries and Permanent Secretaries, Heads of Departments, Heads of Statutory Bodies, Ratepayers, Vendors, Vendor Associations, Customers, CEOs of other municipal Councils, External Auditors.
The Complaints Officer will undertake complaint investigations; respond to enquiries and complaint investigations by Lautoka City Council; work with Heads of Departments and sub-heads/managers to ensure they learn from complaints; support the delivery and maintenance of an effective complaints management system.
- Provide a robust complaints service to customers, address service failure and direct to relevant department to remedy in accordance to processes, procedures (SOP) and relevant by-laws and laws;
- Provide timely responses in accordance with the set procedure;
- Provide a fair and reasonable resolution to the complaint.
- Act as liaison between the Councils relevant department in the provision of a comprehensive response on behalf of the Council to the complainant;
- Identify areas for service improvement and make recommendations to the department concerned.
- Compile and analyse information and data about complaints, including type, number, trends and learning, and ensure this information is available for performance monitoring and service/process improvement purposes.
- Report on any areas of significant or persistent service failure identified through complaint investigations and analysis, review policies, procedures and practices that may be contributing to this failure, recommend actions to deliver improvement, and monitor progress.
- To ensure that information about how to complain is clear and simple, and easily available to ratepayers, residents and service users.
- Provide a face to face complaints service as and when necessary to any ratepayer, residents and service users appearing at the Council office to make a complaint in person.
- Provide complainants, wherever possible, with a personalised service that is sensitive to the nature of their complaint, particularly in circumstances when the complaint investigation and decision may have a significant impact on the complainant’s well-being.
- Operate and maintain the complaints management system or software, and generate monthly reports for reporting to the Council.
KEY PERFORMANCE INDICATORS
Performance will be gauged through the following indicators:
- Works within the guidelines of the relevant corporate complaints procedure and other procedures relevant to the role;
- Acts within guidelines and standard procedures with discretion to organise work to meet service delivery requirements;
- Works within laid down procedures; but needs to deal with day-to-day problems without always referring to others;
- Exercises professional judgement in assessing risk to clients or others and quality assurance of service;
- Manages complex / high risk issues within a framework of policy and procedures;
- Is creative and innovative in problem solving of complex issues, often in situations where there is ambiguity and a significant degree of judgement is required in relation to risks outside the remit of existing policy;
- Thinks and acts strategically in decision making in a complex professional and political environment.
- Facilitating demands for socio-economic development for the People’s Charter.
- Quick assessment of the effects of changing circumstances
- Developing coping strategies that influence the positive contributions of various Sections
- Spotting conflicts early on and resolving them to the satisfaction of all involved parties.
- The ability to quickly and independently process ideas and implement changes.
- Transparency and accountability
- Internal Budget Control whilst not compromising standards.
Works activities are well defined and becomes routine after some experience. Requires a lot initiative and innovative abilities.
Essential Qualification: Tertiary Diploma in Business Management, Human Resource Management or in a similar area. Certification in Complaints Management will be of added advantage.
In addition to an appropriate qualification the following Knowledge, Experience, Skills and Abilities required to successfully undertake this role are:
Knowledge and Experience
- At least five years’ experience in a similar role in the private or public sector;
- Experience of using information and feedback to help make improvements in service delivery;
- Experience of writing high quality reports;
- Experience of supporting the delivery of key programmes and projects
- Experience of recording and reporting complex information, using various information technologies.
- Good knowledge and understanding of legislation, statutory guidance, policies and policy developments relevant to the post holder’s area of responsibility;
- Good knowledge and understanding of confidentiality and Data Protection principles;
- Excellent investigative skills and ability to research various issues across a range of different subjects in relation to complaint investigations;
- The incumbent must have a high degree of drive, confidence, excellent communication and leadership skill with the ability to meet deadlines.
- Experience of undertaking high quality complaint investigations within a local authority, other public sector organisations, regulatory body or similar;
- Experience of liaising with and responding to the requirements of a regulatory body, for example, the Ministry of Local and similar;
- Must be a rational thinker and must exert some sense of maturity.
- Has to be highly motivated.
- Has to have good interpersonal skills.
- Excellent verbal, analytical, organizational and written skills.
- Ability to work independently with limited supervision and promote a team environment with relevant stakeholders.
- Provide leadership, guidance and support to the Lautoka Market Team.
Skills and Abilities
- Excellent written and verbal communication skills with a wide range of audiences;
- Ability to deal sensitively with complex and contentious matters;
- Ability to respond positively to change and support the implementation of new ways of working;
- Ability to prioritise, manage a high workload and meet deadlines;
- High professional ethics and integrity
- Good business acumen and interrelation skills.
- Have good oral and written communication skills
- Ability to work under pressure and deliver within timeframe
- Ability to handle difficult situations to achieve positive outcomes
- General understanding of project financing and contracts.
All applicants for employment in Lautoka City Council must be of good character, with a background that demonstrates their commitment to the civil service values contained in the Fijian Constitution. Applicants must also be Fijian Citizens, under the age of 55 years, in sound health, and with a clear police record. The selected applicant will be required to provide a medical certificate and police clearance prior to taking up duty.