Complaints Executive

Job Summary

We are seeking a dedicated and detail-oriented Complaints Executive to manage and resolve employee and client complaints related to MOHRE (Ministry of Human Resources and Emiratisation) matters. The successful candidate will work closely with employees, clients, government authorities, and internal departments to ensure timely complaint resolution while maintaining compliance with UAE labor laws and regulations.

Key Responsibilities Complaint Management

• Receive, review, and handle complaints raised through MOHRE and other government channels.
• Investigate complaints and coordinate with relevant departments to identify and implement appropriate resolutions.
• Monitor pending cases and ensure timely follow-up and closure.
• Maintain accurate records of complaints, actions taken, and resolutions achieved.
• Ensure all complaint-handling activities comply with UAE labor laws and company policies.

Documentation & Reporting

• Prepare and maintain complaint-related documentation and case files.
• Update and manage complaint tracking reports and databases using Microsoft Excel.
• Generate weekly and monthly reports for management review.
• Maintain proper documentation for audit and compliance purposes.

Employee & Client Relations

• Communicate professionally with employees, clients, and government representatives regarding complaint matters.
• Provide guidance and support on complaint procedures, status updates, and resolutions.
• Handle sensitive and confidential information with discretion and professionalism.
• Build positive working relationships while ensuring effective conflict resolution.

Government Liaison

• Coordinate with MOHRE and other relevant government authorities regarding complaint-related matters.
• Follow up on labor disputes, complaints, and regulatory requirements.
• Stay updated on UAE labor laws, MOHRE regulations, and compliance requirements.

RequirementsEducation

• Bachelor's Degree or Diploma in Business Administration, Human Resources, Public Relations, or a related field.

Experience

• Minimum 2 years of UAE experience in Complaint Handling, PRO Services, HR Operations, Employee Relations, Government Relations, or a similar role.
• Experience dealing with MOHRE cases and labor-related matters is highly preferred.

Skills & Competencies

• Strong knowledge of UAE labor laws, MOHRE procedures, and government processes.
• Good understanding of PRO activities and government-related documentation.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Excellent communication skills in English (spoken and written).
• Good communication skills in Hindi (spoken and written).
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Ability to manage multiple cases simultaneously and work under pressure.
• Strong organizational, documentation, and time-management abilities.
• High level of professionalism, confidentiality, and attention to detail.

What We Offer

• Competitive salary package based on experience and qualifications.
• Career growth and development opportunities.
• Professional and supportive work environment.
• Opportunity to work closely with government entities and labor relations matters.

Expected Outcome

The Complaints Executive will ensure the effective handling and resolution of MOHRE-related complaints, maintain compliance with UAE labor regulations, facilitate smooth communication between employees, clients, and government authorities, and contribute to protecting the company's reputation and operational efficiency.

Work Location: In person