Complaints Management Officer I

The position is responsible to the Head of Complaints Management through
the Senior Complaints Management Officer
Job Specifications

For appointment to this position, an officer must have: -

• Served for a minimum period of three (3) years in the grade of

Complaints Management Officer II;

• Bachelor’s degree in any of the following disciplines: - Law, Criminology,

Dispute Resolution, Psychology or equivalent qualifications from a

recognized institution; and

• Certificate in computer application skills

Required Behavioural Skills

• Candidates must be a person of integrity, demonstrate excellent

interpersonal skills and be a team player;

• Demonstrated high ethical standards;

• Be an effective communicator with excellent negotiations skills;

• Excellent knowledge of relevant computer software and applications.

Responsibilities

i. Receiving complaints against and by the Police and making necessary records of the same;
ii. Screening and processing of all complainants;

iii. Attending to and advising complainants on ways to resolve the

complaints;

iv. Assessing complaints to ensure documents in support of each complaint

are submitted to the Authority;

v. Coordinating and supporting the Case in take committee to determine

the admissibility of complaints received;

vi. Implementing systems and processes for efficient processing and

management of complaints against the police;

vii. Monitoring and updating complainants on the status of their complaints

especially the ones referred to IAU for further action;

viii. Conducting preliminary inquiries on complaints received and

contacting police stations and other relevant agencies with the aim of

obtaining information and requisite documentation;

ix. Analysing and referring complaints to relevant agencies;

x. Assisting in the promotion of proactive resolution of complaints against

the police through ADR;

5

xi. Receiving, uploading and up-dating data into the Complaints

Investigations Management System (CIMS) and other records;

xii. Ensuring all correspondence and records are up to date and filed

accurately in respective files;

xiii. Responding to inquiries by complainants and providing appropriate

feedback;

xiv. Assisting in preparation of various department reports as and when

required;

xv. Any other duty that may be assigned from time to time by the Authority;

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
Want to see how you rank against other applicants?
Get detailed analysis on Fuzu Instant Feedback
YouVS
Sign up to learn more