About Company
The University of the West Indies (UWI) is a leading regional institution dedicated to unlocking the potential of the Caribbean. The Mona Campus, located in the vibrant parish of St. Andrew, Jamaica, is renowned for its academic excellence, cutting-edge research, and significant contributions to national and regional development. As a cornerstone of higher education, UWI Mona provides a dynamic environment for learning, innovation, and community engagement. We are committed to fostering an inclusive and supportive atmosphere for our students, faculty, and staff, ensuring that every interaction reflects our core values of integrity, excellence, and service. Joining UWI Mona means becoming part of a prestigious legacy and contributing to an institution that shapes future leaders and pioneers.
Job Description
The University of the West Indies, Mona Campus, is seeking a dedicated and empathetic Part-Time Complaint Resolution Clerk to join our administrative team. In this pivotal role, you will be the first point of contact for resolving a variety of inquiries and concerns from students, staff, and other stakeholders, ensuring their experiences with the university are positive and productive. This position requires an individual with exceptional interpersonal skills, a keen eye for detail, and a commitment to providing outstanding service in a fast-paced environment.
As a Complaint Resolution Clerk, you will play a crucial role in maintaining the University’s reputation for excellence and responsiveness. You will be responsible for meticulously documenting issues, conducting thorough investigations, and facilitating fair and timely resolutions in accordance with university policies and procedures. This isn’t just about problem-solving; it’s about active listening, understanding diverse perspectives, and building trust. You will collaborate closely with various departments across the campus to gather necessary information and streamline resolution processes.
This part-time opportunity offers flexibility and the chance to contribute meaningfully to the university community. If you are a proactive problem-solver with a passion for helping others and thrive in a structured yet supportive setting, we encourage you to apply. You will contribute to ensuring that all concerns are addressed with professionalism and efficiency, enhancing the overall experience for everyone at UWI Mona.
Key Responsibilities
- Receive, log, and categorize complaints and inquiries from students, staff, and external parties via various channels (in-person, phone, email).
- Conduct initial assessments of complaints to determine the nature, urgency, and appropriate escalation path.
- Investigate complaints thoroughly by gathering information, interviewing relevant parties, and reviewing university records and policies.
- Communicate effectively and empathetically with complainants, providing regular updates on the status of their issues.
- Facilitate resolution processes, mediating discussions between parties where necessary to achieve satisfactory outcomes.
- Prepare comprehensive reports on complaint trends, resolution times, and suggested process improvements.
- Maintain strict confidentiality and adhere to data protection regulations regarding all sensitive information.
- Collaborate with other university departments and administrative units to ensure seamless information flow and coordinated responses.
- Contribute to the continuous improvement of complaint resolution procedures and customer service standards.
Required Skills
- Excellent verbal and written communication skills.
- Proven ability to actively listen and empathize with diverse individuals.
- Strong problem-solving and critical thinking abilities.
- Exceptional organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and as part of a team.
- Demonstrated ability to maintain composure and professionalism in challenging situations.
- High level of integrity and commitment to confidentiality.
Preferred Qualifications
- Associate's Degree or Diploma in Business Administration, Customer Service, or a related field.
- Previous experience in a customer service, administrative, or complaint resolution role, preferably within an academic or large institutional setting.
- Familiarity with university policies and procedures.
- Experience with customer relationship management (CRM) software or similar case management systems.
Perks & Benefits
- Opportunity to work within a prestigious academic institution.
- Flexible part-time hours.
- Supportive and collaborative work environment.
- Access to university facilities and resources.
- Professional development opportunities.
- Contribution to a vibrant and diverse community.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your resume and cover letter highlight your relevant experience and why you are the ideal candidate for this role at The University of the West Indies, Mona Campus. We look forward to reviewing your application.