Coördinator Klachtafhandeling
Core
Central point of contact for complaints, managing the process from start to finish to ensure careful handling and organizational learning.
Role type
Complaints Coordinator
Builds
Formal complaint decisions and informal resolutions for citizens
Domain
Municipal administration / Public sector
Deliverable
client delivery
Required skills
Conflict resolution, Decision-making, Pattern recognition, Written communication, Detail orientation, Initiative
Responsibilities
Coordinate complaints and monitor timely processing; Facilitate dialogue between citizens, colleagues, and stakeholders to find informal solutions; Handle formal complaints according to the General Administrative Law Act (Awb) and draft motivated decisions; Identify recurring patterns and bottlenecks to advise on improvements; Collaborate with the senior complaints coordinator on process development.