Director, Complaints and Advice (Ref. D-CA)
Complaints and Advice Division
3-year fixed-term contract
Reporting to the Division Head, the Director, Complaints and Advice is responsible for leading the Council’s public enquiry operations through the Hotline and Consumer Council Service Centre, ensuring consistent service quality, efficient case handling, and reliable escalation processes. The role also oversees the Division’s strategic projects to enhance the enablement of technology in the operation and the external liaison with international and Mainland stakeholders related to cross border complaint handling and referrals.
Responsibilities:
- Lead and manage day-to-day operations of the Hotline and Consumer Council Service Centre, ensuring service standards, response timeliness, accuracy of case routing, and compliance with operation procedures
- Establish and maintain operational workflows, standard operating procedures (SOPs), and continuous improvement mechanisms to improve customer experience
- Act as the key liaison lead for complaint-related communication with external stakeholders such as industry traders, international and Chinese Mainland consumer protection agencies
- Leveraging technology in operations transformation, including data analytics, process re-engineering and service delivery
- Monitor performance through KPIs (e.g. enquiry response time, case turnaround time, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) where applicable)
- Collaborate closely with internal stakeholders to support cohesive complaint operations, including cross-team coordination for complex cases
- Drive continuous improvement through critical analysis of operation efficiency and trends of consumer disputes received by the Council
- Support other initiatives as assigned
Requirements:
- At least 10 years’ extensive experience in leading Hotline and Service Centre team of complaint handling, mediation and/or enquiries handling
- Experienced in customer service leadership / and with focus in complaint operations transformation projects development and management
- Proven ability to manage stakeholder coordination across regions, timelines, and procedural differences
- Relevant experience in stakeholder engagement in Chinese Mainland and international markets. Experience in complaint handling/referral communication would be an added advantage
- A recognised university degree, or higher degree or relevant professional qualifications
- High proficiency in spoken and written English and Cantonese and Mandarin
- Strong analytical and operational management capability, including project management, quality management and data analytics
- Sound judgment and sharp acumen in managing complaint escalations and critical skills in navigating complex and sensitive complaints, and to drive continuous improvement and transformation
Terms of Appointment & Fringe Benefits
Appointment will be offered on a 3-year fixed-term contract. Fringe benefits include paid leave, cash allowance, medical insurance and MPF. Renewal of contract will be subject to the service needs of the Division and the performance of the appointee.
Interested candidates please submit job applications by 20 August 2026 via email to recruit@consumer.org.hk. Submissions should include a completed application form (available for download from the Council’s website at https://www.consumer.org.hk/), a full resume (stating current salary, expected salary, and earliest availability), and a cover letter outlining the suitability for the role. Please note that applications without the expected salary will not be considered. Applicants who do not receive an interview invitation within 12 weeks of the closing date may assume their application was unsuccessful.
The Consumer Council is an Equal Opportunity Employer.
Personal Information Collection Statement
- You must provide the personal data marked as mandatory in the application form. Otherwise, the Council may not be able to process your application.
- The personal data collected during the application process will be used for recruitment of the post, including assessing your application and contacting you, and other directly related purposes. For such purposes, we may disclose your personal data to members of an assessment panel to assist in the recruitment.
- Personal data of unsuccessful candidates will be retained for a maximum of 2 years from the closing date of application, thereafter the data will be destroyed.
- You have the right to request access to and correction of your personal data held by the Council, by submitting your request in writing to the Compliance and Administration Officer at 22/F, K. Wah Centre, 191 Java Road, North Point, Hong Kong. The Council may charge you a fee for the processing of such request.
- Please refer to the Privacy Policy at https://www.consumer.org.hk/en/privacy-policy for more information on the Council’s privacy policies and practices.