Director, Complaints and Advice

About the role

The Director, Complaints and Advice leads the Council’s public enquiry operations, overseeing the Hotline and Consumer Council Service Centre. This senior role ensures consistent service quality, efficient case handling, and robust escalation processes while driving technology‑enabled transformation.

Key responsibilities

• Lead day‑to‑day operations of the Hotline and Service Centre, maintaining service standards, response timeliness, accurate case routing and procedural compliance.
• Design, implement and continuously improve operational workflows, SOPs and quality‑enhancement mechanisms.
• Serve as the primary liaison for complaint‑related communication with external stakeholders, including industry traders, international and Mainland China consumer protection agencies.
• Drive technology adoption in operations, leveraging data analytics, process re‑engineering and service‑delivery innovations.
• Monitor performance against KPIs such as enquiry response time, case turnaround time, CSAT and NPS.
• Collaborate with internal teams to ensure cohesive handling of complex cases and cross‑team coordination.
• Analyse operational efficiency and consumer dispute trends to identify continuous‑improvement opportunities.

Required profile

• Minimum 10 years of experience leading hotline or service‑centre teams in complaint handling, mediation or enquiries.
• Proven track record in customer‑service leadership and transformation projects.
• Demonstrated ability to coordinate stakeholders across regions, timelines and procedural differences.
• Experience engaging with Chinese Mainland and international markets; complaint‑handling or referral communication experience is a plus.
• Recognised university degree or higher, or relevant professional qualifications.
• Fluent in spoken and written English, Cantonese and Mandarin, with strong analytical, project‑management and data‑analytics capabilities.

Required skills

• Data analytics
• Process re‑engineering
• Project management
• Quality management

What we offer

• 3‑year fixed‑term contract
• Paid leave and cash allowance
• Medical insurance and MPF contributions
• Opportunities to lead strategic, technology‑driven initiatives