Inspectorate General - Complaints Officer

Company description

Sofitex Talent Recruitment
Fort d'une expérience de plus de 30 ans dans les Ressources Humaines, Sofitex est un réseau international de Travail Temporaire et de Placement en CDI. Sofitex fonde sa dynamique et son succès sur le professionnalisme de ses équipes, sa forte réactivité et sa proximité.

Job description

For one of our clients, a European Institution located in Luxembourg Kirchberg, Sofitex Talent is currently looking for an:

Inspectorate General - Complaints Officer

The Dispute Resolution Analyst will contribute to the mission of the Dispute Resolution Unit which manages collaborative resolution processes, often with support from local facilitators and/or mediators.  S/He will report to the Head of Unit working in close cooperation with both internal and external counterparts.

Responsibilities:

•             Conduct basic conflict analysis for cases and identify information gaps;

•             Conduct research, including information regarding the parties to the complaint, contextual analysis including local, cultural, and other conditions relating to the case;

•             Draft presentations for inreach and outreach events;

•             Prepare articles and posts to support the team’s communication efforts;

•             Prepare joint meetings and virtual meetings (draft agenda, dispatch documents);

•             Attend and document meetings as required;

•             Support with the administrative handling of service providers (facilitators/interpreters), e.g. invoicing;

•             Under the guidance of DR officers, draft public CM reports;

•             Provide support to DR officers and local facilitators in case management;

•             Data collection and analysis of DR specific data;

•             Update the Case Management System (CMS) and ensure all relevant and important case points are recorded on the CMS.

Required profile

•             Bachelor's degree in relevant field (e.g., Political Science, Law, Conflict Resolution, Management, Communication)

•             At least 3 years of professional experience

•             Strong attention to detail and information management skills

•             Excellent written and spoken communication and presentation skills

•             Excellent command of written and oral English. Good knowledge of another EU language would be an advantage

•             Ability to engage with diverse stakeholders in a multicultural environment

•             Ability to prioritize tasks, meet deadlines, and work independently

•             Previous experience with dispute resolution would be an advantage

•             Experience of working with local communities in the developing world would be an asset

•             Ability to use AI tools responsibly and effectively would be considered an advantage

This is an opportunity for an initial contract of 2 months, with possible extensions afterwards.

Salary ranges between 5,700€ and 7,175€ gross per month, depending on experience.