Complaints and Advice Officer

2020年10月22日 年月日

Complaints and Advice Officer (Ref. CAO)
Complaints and Advice Division
3-year probationary contract


  1. A recognized university degree;
  2. At least 3 years of relevant work experience in complaint handling, conciliation / mediation work or related duties;
  3. Good command of English, Cantonese and Putonghua;
  4. Good computer skills including Words, Excel and PowerPoint;
  5. A sound knowledge of the Hong Kong community the consumer market and consumer related issues; and
  6. Good communication and interpersonal skills


  1. Manage the operation of Consumer Advice Centre and Hotline Centre;
  2. Supervise the works and performance of Clerical Officers/Assistants;
  3. Handle consumer complaints and conciliate consumer disputes;
  4. Render advice to the public on consumer issues;
  5. Handle difficult cases escalated by colleagues, pacify complainants with interpersonal skills and collect feedback on improvements to consumer protection work of the Council;
  6. Conduct on-site inspection as and when required;
  7. Prepare reports on complaints cases;
  8. Analyze and identify trends of complaints and compile reports for management information; and
  9. Liaise and coordinate with government departments or external organizations for case referral and problem resolution

Terms of Appointment & Fringe Benefits

Appointment will be offered on 3-year probationary contract.  Fringe benefits include paid leave, medical insurance and MPF.

Application forms are available on the Council’s website  Interested parties are invited to apply to the Head of Human Resources Division by sending the completed application form and a resume together with a cover letter explaining why they consider themselves suitable for the position by 5 November 2020.  Applications should be sent by e-mail to  Candidates not invited for interview by the end of December 2020 may assume their applications are unsuccessful.

The Consumer Council is an Equal Opportunity Employer.  Personal Data collected during the application process will be used for recruitment purposes only.  Personal data of unsuccessful candidate will be retained for a maximum of 2 years from the closing date of application, thereafter the data will be erased.