Posted Jul 20, 2024 421 views
Information and Reporting Specialist – Complaints Mechanism
The Complaints Mechanism Information and Reporting Specialist will serve as a part of the Pakistan Accord Complaints Mechanism team in Pakistan under the supervision of the Complaints Mechanism Manager and Chief Complaints Officer, or their assigned person.
The Accord Workplace Programs comprises two inter-related programs: the Accord Safety Training Program; and the Accord Safety Complaints Mechanism. These two programs together implement the worker awareness components of the Accord agreement: the right to refuse unsafe work, joint labour-management Safety Committees, a Safety Training Program and Complaints Mechanism.
The Pakistan Accord staff Complaints Mechanism Information and Reporting Specialist shall be based in the Accord office in Karachi. The Accord staff Information and Reporting Specialist shall mainly implement the Accord Complaints Mechanism but may also contribute to implementation of the Accord Safety Training Program.
Duties and Responsibilities:
Receiving and logging complaints
- Handle the complaints phone.
- Monitor all channels for filing complaints.
- Log complaints and follow-up calls in the information system.
- Alert the Complaints Team to complaints requiring immediate action.
Develop and maintain information systems
- Develop spreadsheets to support operations of the Complaints Mechanism.
- Contribute to the development of other management information systems.
Promotion of the Complaints Mechanism
- Contribute to the development of strategies for raising worker awareness.
- Contribute to the development of promotional materials/channels.
Data, editing and reporting
- Maintain accurate quantitative and qualitative data on the Complaints Mechanism.
- Write, edit and conduct quality control of complaints summaries for publication.
- Contribute to the preparation of internal and public reports, as required.
Other responsibilities
- Conduct any other task related to the processing of complaints, as required.
- Visit factories, as required.
- Liaise with other Accord Departments, as required.
- Alert the Accord leadership to any problems or challenges that arise.
- Perform any other related duties as assigned by the Accord leadership.
Qualifications and Skills: Ideal candidates shall have:
- Bachelor's / Masters’ Degree, social science, safety and health or other relevant discipline.
- Native fluency in written and spoken Urdu.
- Excellent written and spoken English.
- Ability to deal with sensitive and confidential information.
- Experience of handling complaints/working with complaints mechanisms.
- Advanced spreadsheet skills, including the ability to create formulas, functions, charts.
- Strong writing skills, including editing and proof-reading.
- High level of attention to detail.
- Knowledge of the textile and garment sector.
- Knowledge of occupational safety and health.
- Ability to work independently and as part of a team.
- Excellent knowledge of Microsoft Office.
- Experience of dealing with a diversity of stakeholders, including workers, trade unions, employers.
- Excellent inter-personal, communication, organizational and documentation skills.
- High level of professionalism, integrity, honesty, strong work ethic, and commitment to the goals of the Pakistan Accord.
Skills
Job Details
Health and Safety Accord Pvt Ltd
"Health and Safety Accord Pvt Ltd". aims to improve working conditions including fire, electrical, structural and boiler safety, implement training, capacity building and workplace safety programs in the garment and textile industry in Pakistan.
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