JOB DETAILS:
Key Duties & Responsibilities
Management of client’s feedback and/or complaint
• Serve as point of contact/ and administer the toll-free line feedback channel and occasionally other channels such as suggestion boxes, individual interviews among others.
• Acknowledge, receive, and register feedback/complaints from clients of Alight Kampala Toll-free line.
• Inform Alight staff about confidentiality policy, complaint-handling process, and time frames.
• Handle routine questions and requests for information.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
• Facilitate communication with complainants about case status and decisions.
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of clients.
• Provide clients with information on third-party services available in the area.
Data Management and Reporting
• Handle entry, upload, and export of data Toll free line data, using designated…
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