Job Description

Job Summary:

The Grievance Officer is responsible for managing, investigating, and resolving employee or customer complaints or grievances. This role involves identifying root causes, facilitating resolutions, ensuring compliance with company policies, legal regulations, and promoting a positive work environment or customer experience. The Grievance Officer acts as a mediator between employees, customers, and management to ensure that complaints are handled efficiently and fairly.

Key Responsibilities:

Grievance Management:

Receive, document, and acknowledge employee or customer complaints and grievances. Conduct thorough investigations into grievances, collecting necessary evidence, interviewing involved parties, and analyzing the situation. Ensure timely resolution of complaints, ensuring all parties are kept informed throughout the process.

Conflict Resolution:

Serve as an impartial mediator to facilitate resolutions between conflicting parties. Recommend fair and consistent actions in line with company policies, legal requirements, and industry best practices.

Compliance & Reporting:

Ensure adherence to internal policies, legal regulations, and industry standards while handling grievances. Maintain comprehensive records of grievances, investigations, and resolutions for reporting purposes. Prepare regular reports for senior management, outlining trends, recurring issues, and improvement opportunities.

Policy Development:

Work with the management team to develop, update, and enforce grievance handling procedures and related policies. Educate employees or customers on grievance procedures, rights, and resolution mechanisms.

Training & Awareness:

Conduct training sessions for employees or management on conflict resolution, grievance handling, and related topics. Promote awareness of grievance reporting channels and encourage open communication.

Follow-up & Monitoring:

Ensure effective follow-up on grievances to ensure all concerns are addressed and that the resolution is implemented appropriately. Monitor recurring issues and suggest process improvements to prevent similar grievances in the future.

Qualifications & Skills:

Education:

Bachelor's degree in Business Administration, Human Resources, Law, or a related field.

Experience:

Previous experience in customer service legal, or any related field, with a focus on grievance handling or conflict resolution. Proven experience managing sensitive situations and resolving disputes effectively.

Skills & Competencies:

Strong analytical, problem-solving, and investigative skills. Excellent communication skills, both written and verbal. Ability to maintain confidentiality and handle sensitive issues with discretion. Empathy, active listening, and interpersonal skills to resolve conflicts in a professional manner. Knowledge of labor laws, regulatory standards, and organizational policies related to grievance management. Proficient in using office software (Microsoft Office Suite, HR software, case management tools).
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?50,000.00 per month

Benefits:

Flexible schedule Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Experience:

total work: 1 year (Required)
Work Location: In person