Junior Complaints Officer EIB - European Investment Bank

The EIB, the European Union’s bank is seeking to recruit for the Inspectorate General – Complaints Mechanism Division at its headquarters in Luxembourg a:

Junior Complaints Officer
The successful candidate will plan and execute tasks regarding the handling of complaints against the EIB Group. S/he will work under the supervision of the Head of Division, or of senior Division staff, and in close collaboration with other members of the Division. S/he will coordinate his/her work with the relevant services in the different Directorates of the Bank.

Accountabilities
Within the Complaints Mechanism Division, the successful candidate will support the operation and development of the EIB Group Complaints Mechanism – through the handling of complaints with regard to the EIB Group, in order to assess occurrences of maladministration and/or identify problem resolution opportunities, thereby promoting the EIB Group transparency and accountability vis-à-vis its stakeholders and ensuring the appropriate means relating to their concerns.

More specifically, in executing the complaints handling process, s/he will:

• Gather and review existing information
• Investigate the cause of the complaint and assess whether the Bank’s policies and procedures have been followed
• Ensure coordination with different services involved in view of establishing a Bank’s position
• Engage with the relevant stakeholders, whenever appropriate
• Coordinate with other institutions if necessary (European Commission, European Ombudsman)
• Report on the findings and conclusions
• Make recommendations for corrective actions whenever appropriate, and follow-up implementation
• Try to resolve the underlying issues giving rise to the complaint or grievance
• Propose improvements to existing procedures
• Draft appropriate answers to complainants

Qualifications

• University degree, preferably with studies oriented towards law, political science, auditing/investigation, engineering, environment, social science and/or economics
• Minimum 3 years of work experience in handling of complaints
• Professional experience in international procurement, environmental and social impact investigations and/or relations with Civil Society Organisations will be considered as important assets
• Good knowledge of EU regulations and institutional framework
• Excellent knowledge of the standard Office and IT tools
• Excellent knowledge of written and spoken English and good command of French. Knowledge of other (non)-EU languages would be an advantage

Competencies

• Excellent analytical and problem solving skills
• Ability to summarise and present information with attention to detail
• Independence of judgement and ability to treat confidential matters with the greatest discretion
• Excellent interpersonal skills
• Persuasiveness and capacity to generate consensus with colleagues and external parties on complex issues
• Ability to work both independently and in a team with an aptitude for close co-operation and co-ordination with the other Directorates of the Bank
• Good organisational skills with capability to prioritise
• Initiative, result orientation and ability to work under pressure with rigour and precision
• Excellent communication skills both verbal and written

Deadline for applications: February 12th, 2012

For more details and to apply, please go to https://erecruitment.eib.org selecting Job ID 3896

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