Strategic Advisor Complaint Handling Development

A government organization aims to further professionalize complaint handling to provide residents with careful, transparent, and timely processing and to learn from signals from society. The number of complaints is growing, and attention to diligent complaint handling has increased. This offers opportunities to improve working methods. The focus is on the continuous development of the system, processes, and organization, not on individual complaint handling.

What you will do.

• Provide direction for the organization-wide development of complaint handling.
• Bring together policy, processes, roles, and collaboration in a future-proof approach.
• Work closely with the senior complaint coordinator.
• Involve the complaint team and the rest of the organization in the project.
• Develop a clear vision on complaint handling and prepare for administrative decision-making.
• Draft a starting note and guide proposals to the executive board and municipal council.
• Revise the complaint handling guideline and translate the vision into clear processes, roles, and responsibilities, including those of external partners.
• Advise on the further professionalization of complaint handling within the organization.
• Ensure the follow-up of recommendations from, among others, the Court of Audit and the municipal ombudsman.
• Strengthen the learning capacity of the organization by structurally addressing improvement points and trends from complaints.
• Organize collaboration between internal teams and external partners.
• Create support within the organization and guide the implementation of new agreements.
• Set up and guide a sounding board group with relevant stakeholders.
• Periodically report on progress to the administrative client.

Milestones.

• Project start and stabilization (from November 2026): set up project organization, establish detailed milestones and budget planning, gather basic information, continue recruitment of remaining staff, onboard new employees and phased adjustment of external deployment, prepare starting note for guideline update.
• Analysis and design (first half of 2027): objectify bottlenecks in current process, elaborate desired roles and collaboration, including contracted partners, assess quality and availability of source data, determine requirements for monitoring and ICT, establish structural financial estimate from 2028, bring starting note for guideline update into administrative decision-making.
• Testing and formalization (second half of 2027): apply and refine new working methods, concretize monitoring and learning framework, formalize follow-up agreements, translate results into draft guideline and implementation advice.
• Completion of development phase (end of 2027): draft new guideline ready for decision-making, adoption by the council envisioned by end of 2027, structural setup and financial consequences from 2028 clear.