Grievance Officer - Cape Town, South Africa - Talent Acquisition Consulting

Talent Acquisition Consulting

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Responsibilities

Provide a reliable point of contact for the community and individual grievances, and ensure an outcome in accordance with the established procedure
Coordinate the Grievance Committee
Ensures that a response is provided to the complainant in a timely and fair manner accordingly to the procedure
Compile all of the evidence related to the grievance into a report and provide feedback to the relevant parties
Prepare appropriate documentation in respect of all grievances that result from the activities of the company, its employees and its contractors
Acknowledge grievances within 7 days of receipt
Register and record all grievances within 24hrs of receipt in line with key operating procedures
Report on grievance trends by frequency and nature
Strive to reduce repeat grievances and report on occurrences of any identified recurrence
Refer grievances to the Grievance Committee or direct superior where the matter is complex in nature.
Maintain the grievance database and ensure it is updated
Follow up on the grievance reports and document status and progress
Prepare monthly reports with an analysis of KPI
Recommends changes to policies or practices as required

CONTEXT AND ENVIRONMENT

Grievance Office will report to the Stakeholder Engagement Coordinator within the HSE team
Grievance Officer will work closely with the Community Projects Advisor and Community Relations Coordinators, Community Liaison Officers where necessary
Grievance Office will be based in the Cape Town office

ACCOUNTABILITIES

Act as an impartial body
Identify options for resolution of conflicts and grievances
Promote dialogue with complainants in order to find equitable solutions to grievances
Promote amicable solutions to grievances relating to the affiliate's activities
Support the design and implementation of the grievance procedure
Manage grievances in a culturally sensitive, timely and consistent manner that reflects the company's broader commitment to transparency and accountability as a basis for building trust among local stakeholders

QUALIFICATIONS AND EXPERIENCE REQUIRED

Possess training in conflict management, Human Rights and Indigenous Peoples' rights
Possess knowledge of O&G, energy, mining industry standards and best practices in sustainability and social responsibility
General knowledge of environmental sensitivities and public concerns
Possess strong verbal and written communication skills.
Able to communicate in at least two official language, English, Afrikaans and isiXhosa
Proven problem analyzing and solving skills.
Working knowledge of Microsoft Word and Excel programs and adaptive to other digital tools.
Possess a sound understanding of the economic, political and social dynamics in the area of operation.
Possess soft skills such as empathy, listening, insight and emotional acuity
Demonstrate capacity to work autonomously, diligently, reliably and in a team