Sachbearbeitung (w/m/d)
Hybrid
Core
Handling citizen inquiries, complaints, and ideas via digital channels and phone calls for the City of Herne's Citizen Services department.
Role type
Administrative Case Officer (Civil Service)
Builds
Digital case management system workflows and direct citizen communication channels
Domain
Public Administration / Municipal Services
Deliverable
dashboards & analysis
Required skills
Digital literacy, Conflict resolution, Social sensitivity, Diversity awareness, Communication
Responsibilities
Answering the citizen hotline, Recording and processing verbal/written complaints and suggestions, Routing issues to relevant departments, Drafting responses to citizens, Managing appointments, Supporting the Ombudsman and committee offices, Training users of the OTRS complaint software