Manager, Complaints and Advice (Ref. M-CA)
Complaints and Advice Division
2-year fixed-term contract
Responsibilities:
- Handle consumer complaints and conciliate consumer disputes
- Render advice to the public on consumer issues
- Handle difficult cases escalated by colleagues, pacify complainants with interpersonal skills and collect feedback on improvements to consumer protection work of the Council
- Prepare reports on complaints cases
- Analyse and identify trends of complaints and compile reports for management information
- Liaise and coordinate with government departments or external organisations for case referral and problem resolution
- Handle other assignments as required
Requirements:
- A recognised university degree
- At least 5 years of relevant work experience in complaint handling, conciliation / mediation work or related duties.
- Good command of English, Cantonese and Putonghua
- Good computer skills including Microsoft Word, Excel and PowerPoint
- A sound knowledge of consumer rights protection and redress in Hong Kong
- Good communication and interpersonal skills
- Professional qualification in mediation / proven completion of mediation training would have added advantage
Terms of Appointment & Fringe Benefits
Appointment will be offered on a 2-year fixed-term contract. Fringe benefits include paid leave, medical insurance and MPF. Renewal of contract will be subject to the service needs of the Division and the performance of the appointee.
Application forms are available on the Council’s website https://www.consumer.org.hk/. Interested applicants are invited to apply to the Director, Human Resources by sending the completed application form and a resume together with a cover letter explaining why they consider themselves suitable for the position by 3 February 2026. Applications should be sent by e-mail to recruit@consumer.org.hk. Candidates not invited for interview within 12 weeks from the closing date may consider their applications 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.